Customer Service and Support Manager 1

Reports to the Program Manager The Call Center Operations Manager will manage day-to-day call center functions, ensuring timely, high-quality outreach and triage services aligned with program SLAs, federal privacy standards, and client expectations. Key Responsibilities: • Analyze and refine call center workflows to improve operational efficiency and improve staff productivity. • Coordinate with Campaign & Dialer Ops Specialist to ensure contact lists are uploaded, dialer logic is functioning, and call attempts are completed per SLA. • Oversee care advocates and Health Resource Specialists (HRSs) scheduling, leave planning, and queue monitoring to maintain adequate staffing levels. • Manage inbound and outbound call center operations, ensuring compliance with SLAs. • Oversees care navigators (call center agents), ensuring consistent coverage across all shifts (24/7/365) • Train new hires and conduct ongoing performance monitoring and training on teclephony, and CRM best practic