Call Center Operations Manager

Essential

• Workforce Management Leadership: Leads and develops the Workforce Management team, including real-time analysts and forecasting personnel, ensuring effective workforce planning, scheduling, and operational execution.
• Workforce Optimization: Oversees the use of Calabrio Workforce Management software to optimize forecasting, staffing, scheduling, and real-time performance while balancing service levels, productivity, customer experience, and labor costs.
• Operational Readiness: Partners with Call Center Managers to address staffing challenges, monitor workforce performance, and develop effective strategies for month-end deadlines, extended hours, and other high-volume periods.
• Customer Assistance Leadership: Directs the Customer Assistance team in resolving outstanding balances, improving customer reactivation, supporting membership retention, and maintaining strong productivity and service quality.
• Bad Debt and Collection Effectiveness: Monitors bad debt by reason code, collection batch effectiveness, and payment processing performance to identify trends, resolve issues, improve financial recovery, and reduce future losses.
• Customer Barrier Resolution: Leads the identification, analysis, and resolution of systemic customer barriers, working across departments to eliminate recurring issues and improve the customer experience.
• Work Request Management: Submits, reviews, approves, and prioritizes operational work requests within established authority, ensuring appropriate requirements, timely execution, and validation of completed solutions.
• Critical Incident Management: Serves as the primary Call Center point of contact for critical incidents, coordinating communication, escalation, contingency planning, and resolution from initial identification through final validation.
• System Performance Oversight: Monitors online system performance and recurring technical issues, partnering with Information Systems and other departments to minimize disruptions to customer transactions and Call Center operations.
• Operational Reporting and Analysis: Analyzes workforce performance, service levels, customer reactivation, collection effectiveness, bad debt, and system reliability to identify trends and provide actionable recommendations to the Director of Customer Care.
• Organizational Efficiency and Continuous Improvement: Identifies and implements opportunities to streamline processes, reduce unnecessary customer contacts, optimize resources, control expenses, and maximize organizational efficiencies while maintaining world-class customer service.
• Team Member Development and Leadership: Establishes clear expectations, provides coaching and performance management, develops future leaders, and fosters a culture of accountability, collaboration, continuous improvement, and professional growth. Supports critical business periods, special projects, and other duties as assigned.

Additional

• Performs other duties as assigned or needed

Supervision of Others

Supervises assigned personnel within the Workforce Management and Customer Assistance teams. Responsibilities include interviewing and selecting Team Members, recommending employment actions, providing coaching and training, conducting performance evaluations, scheduling, resolving conflicts, coordinating with other departments, and supporting professional development. Establishes performance expectations, promotes accountability, and ensures Team Members have the tools, training, and support necessary to be successful.

Minimum Qualifications

Essential

• Demonstrated leadership experience in Call Center operations, workforce management, or a related operational environment.
• Strong understanding of workforce forecasting, scheduling, real-time management, service-level performance, and staffing
• 30wpm typing.
• Detailed work and organizational skills.
• Strong analytical skills with the ability to interpret complex operational information, identify trends, and develop effective solutions.
• Ability to work independently and professionally.
• Ability to work independently and follow through on projects.
• Ability to prioritize and organize
• Ability to maintain confidentiality of sensitive areas.
• Written and verbal communication skills.
• Ability to work under stress.
• Knowledge of Melaleucas systems, policies, customer processes, and membership model.
• Financial awareness and ability to evaluate productivity, efficiency, and cost considerations.
• Proficiency with Microsoft Excel, reporting tools, and standard business software.
• Sit with intermittent walking.
• Communicate (hearing &speech) with individuals in person and by phone in a tactful and courteous manner.
• Visually read reports, computer screen, etc.
• Ability to perform the essential duties and responsibilities with efficiency and accuracy.
• 1 or more years previous experience in Call Center or equivalent (optional)