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Manager, Contact Center and Systems Operations
Sollis HealthManager at Sollis Health responsible for phone operations performance and cross-functional systems initiatives. Overseeing remote Concierge Receptionist team scheduling and performance.
Posted 7/21/2026full-timeNew York City • California, Colorado, Connecticut, Florida, Illinois, Louisiana, Maryland, Nevada, New Jersey, New York, Pennsylvania, Texas, Virginia, Washington, Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $105,000 - $125,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing contact center operations, including phone performance metrics and team leadership, while effectively collaborating with cross-functional teams to implement process improvements and training initiatives.
Highest-signal resume keywords
Contact Center ManagementPhone System OwnershipOKR ManagementProject ManagementStakeholder Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Phone Performance MetricsData AnalysisProcess DocumentationTraining RolloutOperational System Changes
Soft Skills
Strong CommunicationCollaborationProblem-Solving
Tools & Technologies
Contact Center PlatformEHR SystemsScheduling Tools
Industry Keywords
OKR TargetsStaffing GapsEscalation PatternsCross-Functional Projects
About the role
Key responsibilities & impact- Own national phone performance against OKR targets (answer rate, speed to answer)
- Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights
- Manage Contact Center platform administration and evaluate/implement changes to improve performance.
- Identify and resolve staffing gaps, escalation patterns, and training needs
- Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints.
- Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
- Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout
- Act as liaison between Ops, IT, and Clinical teams during implementations
- Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.
Requirements
What you’ll need- Led a contact center team, including RTA and full team management.
- Experience with full ownership of phone system, phone KPIs and phone management.
- Desire to grow into broader operational/PM scope.
- Comfort owning a metric-driven OKR while also managing ambiguous, cross-functional projects.
- Strong communicator across clinical, IT, and ops stakeholders.
Benefits
Comp & perks- Unlimited PTO 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score