Senior Manager, Contact Center

knownwell

Senior Manager leading inbound patient contact operations for a healthcare company. Structuring and scaling the contact center team and driving performance on critical KPIs.

Posted 7/27/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $120,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in contact center operations, including team structuring, performance management, and process development. Proficient in configuring IVR systems and managing patient experience metrics to enhance service delivery.

Highest-signal resume keywords

Contact Center Operations ManagementTeam Structuring and LeadershipIVR and Queue ConfigurationQuality Assurance StandardsPatient Experience Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ManagementService Level Agreements (SLAs)Process DevelopmentCall RoutingPatient Satisfaction Metrics

Soft Skills

Ownership MentalityAttention to DetailCollaboration

Tools & Technologies

EHR SystemsVoice AI Platforms

Industry Keywords

Healthcare Contact Center OperationsInbound Patient ContactQuality Assurance (QA)

About the role

Key responsibilities & impact

Own inbound patient contact function and lead contact center operations
Structure the inbound team to reach the next level with specialized roles
Establish protocols, scripting, and escalation pathways for team standards
Build and own shift schedules across the PEC team, aligning staffing to forecasted call volume
End-to-end ownership of contact center performance including service levels, queue KPIs, and patient satisfaction
Final point of operational escalation for complex floor issues
Configure IVR, call routing, and queue structure for patient efficiency
Run consistent reviews and set QA standards for inbound PEC performance and development
Drive process development across functions and design workflows that scale

Requirements

What you’ll need

7+ years in contact center / customer or patient experience operations, including 3+ leading and structuring a team
A proven builder — you've structured teams, designed role specialization, and led cross-functional process development
Deep fluency in the mechanics of a contact center: SLAs, workforce management, IVR/queue configuration, QA
Hands-on and humble about it — no task too small; you'll work the floor while the team is small
You think and act like an owner, restless about quality, and genuinely care about patients
Familiarity with healthcare contact center operations platforms (e.g., EHR, IVR, Voice AI) strongly preferred.

Benefits

Comp & perks

Medical, dental, and vision insurance
401K retirement plan with company match
Up to 20 days of PTO per year + company holidays
Up to 14 weeks of parental leave (12 for non-birthing parents)
Annual work from home stipend for remote employees