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

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.

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