About the role
Key Responsibilities
Operations Leadership & Service Delivery
Oversee inbound and outbound call handling, staffing coverage and service delivery across frontline teams.
Step in hands-on when volume or staffing requires it to protect service levels and the participant experience.
Hold teams accountable to clear service, quality and productivity standards.
Troubleshoot escalations and remove barriers that affect responsiveness and resolution.
Enterprise Operating Model
Design and implement a scalable, enterprise-wide approach to call handling across state programs.
Partner with local and program leaders to transition teams into the new model without disrupting service.
Assess the current structure and identify opportunities to reduce fragmentation and improve staffing efficiency.
Set up governance for how skills, queues and call-handling practices are added, changed and maintained.
Process Standardization & Continuous Improvement
Establish consistent standard operating procedures (SOPs), scripts, escalation paths and best practices across frontline teams.
Drive continuous improvement through root-cause analysis of call drivers, repeat contacts and workflow breakdowns.
Partner with quality and training teams to make sure standards are applied consistently.
Contact Center Technology
Configure and continually improve IVR (interactive voice response), call flows, routing, skills, callbacks and self-service options.
Work with Operations teams, IT and vendors to optimize the contact center platform and supporting tools.
Make sure routing and skills design connects each caller with the right agent quickly and efficiently.
Workforce Management
Lead forecasting, staffing models, scheduling and real-time management.
Match staffing to demand across intervals, days and peak periods while optimizing cost to serve.
Use historical volume, handle time, service-level targets, shrinkage and occupancy data to set staffing requirements.
Performance Metrics & Reporting
Define and report KPIs for service, quality, efficiency and customer experience.
Build executive-level reporting that gives leadership clear visibility into performance, capacity and cost.
Use data to identify trends, set priorities and measure the impact of operational changes.
AI, Automation & Self-Service
Identify and implement AI, automation and self-service tools that improve responsiveness and reduce manual work.
Evaluate opportunities such as virtual agents, agent assist and call summarization.
Build business cases that quantify the operational and financial return of technology investments.
Team Development
Recruit, coach and develop managers, supervisors and frontline staff.
Build a culture of accountability, empathy and continuous improvement across remote and multi-site teams.
Required Qualifications
8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment.
Deep call center operations expertise, including:
IVR, call flow, skills and routing configuration
Workforce management and staffing optimization
Inbound and outbound call handling
Performance metrics and KPIs
Strong hands-on experience with enterprise telephony and cloud contact center platforms.
A track record of standardizing processes and improving performance across multiple teams or locations.
Strong analytical and financial skills, including KPI reporting, staffing models, business cases and ROI.
Excellent communication and cross-functional partnership skills.
Bachelor's degree or equivalent experience.
Preferred Qualifications
Experience with Genesys Cloud or another top-tier contact center platform.
Experience implementing contact center AI (virtual agents, agent assist, call summarization).
Work Environment
Remote, home office-based role.
Leads remote and multi-site frontline teams supporting multiple state programs.
Originally posted on Himalayas
