Manager, Contact Center and Systems Operations

Responsibilities

• Own national phone performance against OKR targets including answer rate and speed to answer
• Manage bi-weekly phone data review cadence and partner with Data Analysts for insights
• Administer Contact Center platform and implement performance improvements
• Identify and resolve staffing gaps, escalation patterns, and training needs
• Partner with Regional Operation Leads on market-specific phone issues and investigations
• Serve as point person for operational system changes impacting workflows such as EHR rollouts
• Lead project management for assigned initiatives including timelines and stakeholder communication
• Act as liaison between Operations, IT, and Clinical teams during implementations
• Collaborate with Ops Analysts to document process changes and roll out training

Requirements

• Experience leading a contact center team including RTA and full team management
• Experience with full ownership of phone systems, phone KPIs, and phone management
• Ability to own metric-driven OKRs while managing ambiguous cross-functional projects
• Strong communication skills across clinical, IT, and operations stakeholders
• Desire to grow into broader operational and project management scope

About the Company

Sollis Health is the first and only medical membership that’s on-demand 24/7, 365. We live up to the concierge promise: with just one call, our members experience unparalleled care and follow-up on their schedule and their terms.