Call Center Manager (WI)

SUMMARY:

Responsible for leading day-to-day call center operations and workforce management activities to maximize human and technology resources while ensuring exceptional customer service, operational efficiency, schedule adherence, productivity, and contractual performance. This role oversees workforce planning, real-time operations, staffing strategies, and contingency planning in a high-volume, time-sensitive environment. Additionally, the position develops and implements systems, processes, and procedures that enhance operational quality, improve efficiency, support service performance, and drive continuous improvement while maintaining a strong focus on member experience and organizational goals.

Position contingent upon award of contract.

ESSENTIAL FUNCTIONS:

• Direct and oversee daily Call Center Scheduling and Real-Time Operations to optimize workforce utilization, schedule adherence, and service performance across all assigned operations.
• Analyze call volume, forecast demand, and recommend appropriate staffing models, including full-time, part-time, flexible, and contingent resources, to meet operational and contractual requirements.
• Coordinate closely with Operations leadership to align staffing decisions with service needs, performance goals, local conditions, and real-time operational demands.
• Approve workforce schedules, manage exceptions and coverage gaps, and oversee real-time staffing adjustments to ensure adequate resource allocation.
• Ensure Call Center Supervisors effectively manage schedule adherence, attendance, staffing changes, and escalation protocols, while maintaining communication with Network Operations and leadership teams as appropriate.
• Monitor operational performance metrics, service levels, productivity, and quality standards; implement corrective actions and escalate issues as necessary to achieve established targets.
• Develop, implement, and maintain contingency plans for system outages, disasters, weather events, and other service disruptions; lead response efforts, troubleshoot operational issues, and participate in post-incident reviews to drive continuous improvement.
• Participate in daily, weekly, monthly, and annual operational planning activities, providing workforce management expertise and recommendations to support organizational objectives.
• Maintain open communication with executive leadership regarding operational risks, staffing challenges, performance concerns, and recommended solutions.
• Establish performance expectations and accountability standards for assigned personnel; evaluate results and provide coaching, feedback, and performance management as needed.
• Recruit, develop, train, and maintain a qualified workforce while fostering employee growth, succession planning, and opportunities for advancement.
• Promote a collaborative, professional, and accountable work environment that maximizes employee morale, productivity, engagement, and service quality.
• Maintain positive working relationships across all departments to support effective communication, teamwork, and organizational success.
• Ensure all duties and responsibilities are performed in accordance with company policies, contractual requirements, and established operational standards.
• Project a favorable image of the organization to promote its mission, objectives, and reputation with employees, clients, providers, and the public.
• Keep management informed of significant issues, operational concerns, and unusual situations, taking prompt corrective action or recommending appropriate solutions.
• Perform other duties and responsibilities as assigned.

QUALIFICATIONS REQUIRED:

• Working knowledge of the medical transportation and healthcare industry, including Medicaid programs, service delivery models for low-income populations, HIPAA compliance, and Protected Health Information (PHI) handling.
• Strong analytical and statistical skills with the ability to interpret operational data, evaluate performance metrics, and translate findings into actionable improvements and strategic recommendations.
• Extensive experience leading and managing high-volume call center or operations environments in regulated, service-driven settings, with accountability for service quality, efficiency, and customer experience outcomes.
• Expertise in workforce management, including forecasting, scheduling, capacity planning, staffing optimization, and real-time operations management to ensure service level performance and operational stability.
• Proven leadership experience supervising, coaching, and developing staff and management-level teams, with responsibility for performance management, accountability, and execution of operational initiatives.
• Strong communication skills, including executive-level reporting, escalation management, stakeholder engagement, and cross-functional collaboration across operational and leadership teams.
• Proficiency in workforce management systems, call center platforms, reporting tools, operational dashboards, and Microsoft Office Suite applications.
• Ability to manage competing priorities in fast-paced, time-sensitive environments while maintaining compliance, performance standards, and continuous improvement focus.

MINIMUM REQUIRED EDUCATION:

• Bachelor's degree in Operations Management, Business Management, Statistics or a related field.
• 5+ years of progressive operations management experience, including forecasting, scheduling, and real-time workforce management.