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Senior Manager of Call Center Operations
Run a call center handling more than 100,000 calls a month, with no busy signals and hold times that hold up.
- Location Madison, Wisconsin
- Type Full time
- Team Call Center
- Program Wisconsin NEMT program
This posting is closed.
You oversee reservation lines, complaint lines and after-hours coverage, and you make sure staffing meets performance standards: no busy signals, appropriate hold times, every call answered by someone who can help.
What you will do
- Forecast call volume and optimize scheduling against it.
- Manage reservation lines, complaint lines and after-hours coverage.
- Implement quality monitoring, and act on what it shows.
- Choose and run the technology and workforce management tools the team depends on.
What we are looking for
- Prior call center leadership experience at scale.
- Healthcare or high-stakes customer service experience preferred.
This posting is closed
We are not accepting applications for this role at the moment. Have a look at what else is open — and if you think you would be a fit here regardless of what is posted, write to careers@carepool.us and tell us why.