Contact Center Operations Manager

🔥 14 minutes ago

🐊 Florida, Texas – Remote

🐊 Florida – Remote 🤠 Texas – Remote

💵 $80k - $100k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Advocate Health Care

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

💰 Venture Round on 2013-10

Healthcare • Healthcare Insurance • Hospital

Advocate Health Care is a major health system based in Illinois, part of the newly established Advocate Health. Committed to exceptional care, the organization operates 10 hospitals and over 400 care sites with a notable network of 6,300 physicians. Advocate Health Care emphasizes a holistic approach to health and wellness, allowing patients to manage their health virtually through their LiveWell app and primary care services. Offering a wide range of specialized medical services, Advocate Health Care focuses on improving health outcomes by providing comprehensive care, education, and tools for healthy living.

📋 Description

• Own the day-to-day relationship with the contact center vendor, including operating cadence, priorities, escalations, service levels, productivity targets, and quality standards • Run workforce management across inbound reception, claimant screening and qualification, outbound follow-up, application preparation and document review, and claim submission queues • Forecast volume, allocate agents by workstream, plan hiring classes and ramp timelines, and align coverage to Eastern Time business hours • Monitor Salesforce queues, backlogs, and vendor reports; identify bottlenecks and adjust staffing or priorities • Act as primary contact in shared Slack channels, answer questions, clarify policies, unblock agents, and document guidance • Build and maintain queue, backlog, productivity, conversion, quality, and leadership reporting • Define call and casework standards, run QA and calibration sessions, review Salesforce calls and records, and drive coaching and corrective action plans • Maintain status and flag workflows between vendor and internal teams in Salesforce and Zendesk • Partner with technology and operations teams on process or automation changes • Manage vendor contract operations, including roster and hours reconciliation, invoice review, seat and headcount changes, and cost-per-outcome tracking with Finance • Escalate claimant-impacting issues and ensure professional, compassionate, and compliant interactions • Eventually lead internal Tier 1 contact center operations and create a consistent vendor and in-house playbook

🎯 Requirements

• 2+ years in contact center operations, including experience managing a team, site, or vendor/BPO relationship • Experience in a regulated legal environment • Workforce management skills, including forecasting, capacity planning, scheduling, and intraday management across multiple queues • Strong custom reporting and analytics skills using Salesforce reports, Google Sheets or Excel, and ideally a BI tool • Experience managing remote teams effectively • Required Salesforce and Zendesk experience • Experience with contact center tooling such as telephony/ACD, QA, and WFM is a plus • Available Monday through Friday during Eastern Time business hours • Authorized to work in the United States • Social Security Disability (SSI/SSDI), personal injury, mass tort, workers' compensation, insurance claims, or other legal intake and claims operations experience preferred or advantageous • EDPNA or SSA representative work experience is nice to have • Experience launching or scaling a BPO engagement is nice to have • Experience using AI tools in a contact center setting is nice to have

🏖️ Benefits

• Fully remote work arrangement • Predictable Monday through Friday schedule on Eastern Time • Full-time employment

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume