Manager, Patient Call Center Operations

The Manager, Patient Call Center Operations leads the transformation and expansion of its contact center environment. This leader will oversee the development and deployment of a new role, designed to streamline inbound and outbound communication across concierge, scheduling, and lab coordination. This leader will collaborate with upper leadership to build a scalable, data-driven contact center that enhances the customer experience and supports company growth. Duties & Responsibilities:Strategic Development• Designs and implements a new role, enabling agents to handle a broader range of call types across multiple service lines• Defines service-level strategies that prioritize first call resolution, minimal transfers, and consistent customer satisfaction• Lead initiatives to drive call deflection through scripting, digital integration, and smarter triage workflowsOperational Leadership• Leads the day-to-day management of contact center functions including customer service, scheduling, and lab support• Directs and supports frontline managers and team leads, ensuring clear expectations, performance alignment, and coaching• Standardizes workflows and service procedures to reduce inefficiencies and improve resolution speedPerformance Analytics & Reporting• Builds and manages real-time dashboards to monitor key metrics: FCR, CSAT, Productivity, and Abandoned Call Rates• Analyzes trends and agent performance to identify opportunities for coaching, training, or process redesign• Develops reporting cadences and share performance insights with executive and cross-functional stakeholdersWorkforce Optimization• Creates staffing models and forecasts based on call volume, service type, and channel usage• Aligns productivity goals across internal and external (BPO) teams• Supports hiring, onboarding, and performance management efforts that build a strong bench of future leadersCross-Functional Collaboration• Partners with operations, technology, analytics, and customer experience teams to integrate tools, scripts, and escalation paths• Aligns frontline operations with broader company goals, supporting brand reputation, customer loyalty, and retentionSupervisory Responsibilities:• Motivates and empowers team(s) to deliver outstanding results through employee engagement, leadership management and change management • Drive operational excellence and customer satisfaction• Role models and champions Mia Core Values and Service ValuesRequired Skills/Abilities: • Strategic mind-set and know-how• Demonstrated ability to analyze performance metrics and use data to drive measurable improvements and drive operational efficiency• Strong change management capabilities• Excellent leadership skills demonstrating strong verbal and written communication skills• Strong attention to detail• Computer savvyEducation and Experience:• Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred). • 7+ years of progressive leadership experience in high-volume contact center, customer experience, or shared services environment• Strong proficiency in CRM platforms, telephony systems, and digital communication tools (chat, SMS, email, etc.) Travel Requirements:~30% travel to clinic sites and headquarters