Contact Center Operations Manager

Company

Sagan Recruitment

Salary / Compensation

• $2,500 – $3,500 USD per month

Overview / Job Description

Sagan Recruitment is hiring a Contact Center Operations Manager on behalf of a growing healthcare organization focused on delivering exceptional patient access, scheduling, and support services. As the company continues to scale, it is investing heavily in operational excellence, quality assurance, accountability, and data-driven decision-making to enhance patient experiences and support sustainable growth.

This is a hands-on operational leadership role responsible for managing an offshore patient access team, driving performance outcomes, maintaining quality standards, and providing leadership with clear operational visibility. Unlike a traditional people-management role, this position requires a proactive operator who takes ownership of results, identifies challenges before they become problems, implements solutions, and continuously improves systems and processes.

Responsibilities

Contact Center Operations

• Lead and manage a team of approximately 10 offshore patient access agents
• Oversee daily queue management, staffing coverage, workflow execution, and escalations
• Monitor operational performance and proactively resolve service bottlenecks
• Ensure patient access, scheduling, and support processes are executed accurately and efficiently
• Maintain clear escalation procedures and decision-making frameworks

Quality Assurance & Performance Management

• Develop, implement, and maintain quality assurance programs and scorecards
• Create coaching frameworks that support continuous performance improvement
• Monitor calls and customer interactions to ensure compliance with established standards
• Deliver coaching, feedback, and performance improvement plans when necessary
• Establish accountability measures and performance expectations across the team
• Drive quality and service errors toward zero
• Certify team members before independent production work

Reporting & KPI Management

• Build and maintain operational dashboards and reporting systems
• Establish reporting standards that provide leadership with clear operational visibility
• Track and analyze key performance indicators, including:
  • Service levels
  • Call abandonment rates
  • Quality scores
  • Productivity metrics
  • Scheduling performance
  • Appointment confirmation rates
• Deliver daily and weekly reports with actionable recommendations
• Identify trends, root causes, and opportunities for improvement

Process Improvement & Operational Excellence

• Learn, document, and optimize workflows, escalation paths, and operating procedures
• Create and maintain SOPs, scripts, training materials, and operational documentation
• Continuously evaluate processes, systems, and technology to improve efficiency
• Identify and eliminate operational bottlenecks and repeat-call drivers
• Address process gaps and implement scalable solutions
• Drive continuous improvement initiatives across the patient access function

Leadership & Cross-Functional Collaboration

• Partner with leadership to implement operational improvements and scaling initiatives
• Own issues through resolution and proactively communicate risks and solutions
• Ensure operational transparency through consistent reporting and communication
• Support organizational goals through effective team leadership and process management

Requirements

Experience

• 5+ years of experience leading contact center operations, patient access teams, healthcare operations, or customer service operations
• Proven experience owning KPIs, service delivery metrics, and operational performance outcomes
• Experience developing and improving quality assurance programs
• Experience building dashboards, reports, and performance tracking systems
• Experience using contact center platforms and CCaaS systems
• Experience managing remote or offshore teams is preferred
• Healthcare scheduling, patient access, referral management, or medical practice operations experience is advantageous

Skills & Competencies

• Strong operational leadership and accountability mindset
• Advanced analytical, problem-solving, and decision-making abilities
• Expertise in contact center performance management
• Strong reporting, dashboard creation, and KPI analysis skills
• Advanced proficiency with Microsoft Excel and/or Google Sheets
• Excellent written and verbal English communication skills
• Ability to identify operational risks and proactively implement solutions
• Strong coaching, mentoring, and performance management capabilities
• Highly coachable and adaptable to leadership feedback
• Ability to work effectively during EST business hours

Candidate Profile

You SHOULD Apply If

• You enjoy owning operational outcomes and driving measurable performance improvements
• You have experience leading contact center or healthcare operations teams
• You are highly analytical and comfortable working with data, dashboards, and KPIs
• You proactively identify problems and implement solutions without waiting for direction
• You enjoy creating systems, processes, and accountability frameworks
• You are comfortable managing remote teams and enforcing performance standards
• You thrive in fast-paced, growth-oriented environments

You Should NOT Apply If

• You prefer strategic planning without operational execution responsibilities
• You struggle with accountability, performance management, or difficult conversations
• You are uncomfortable working with metrics, reporting, and operational data
• You require constant direction to identify and solve problems
• You have limited experience managing contact center operations
• You dislike process documentation, quality assurance, or continuous improvement initiatives

Other Information

What Success Looks Like

• Call abandonment rates decrease and service levels improve
• Quality assurance standards are consistently monitored, enforced, and improved
• Appointment confirmation rates increase through effective operational management
• Leadership receives reliable dashboards, reports, and actionable operational insights
• Team members are held accountable to clear performance standards
• Operational issues are proactively identified and resolved
• The patient access function operates efficiently with minimal leadership intervention
• Processes scale effectively to support organizational growth

Additional Benefits / Highlights

• Full-time remote opportunity
• Competitive monthly compensation ($2,500–$3,500 USD)
• High-impact leadership role within a growing healthcare organization
• Opportunity to build and optimize operational systems and processes
• Significant ownership over performance, quality, and service outcomes
• Work closely with executive leadership to drive operational excellence
• Exposure to healthcare operations, patient access, and contact center management
• Opportunity to lead a remote international team
• Access to global career opportunities through Sagan’s talent network

Preferred Tools & Platforms

• eClinicalWorks (eCW) or similar EMR/EHR platforms
• Vonage or similar contact center systems
• Contact Center as a Service (CCaaS) platforms
• Excel and Google Sheets
• Performance reporting and dashboard tools

Application Notes

• Resume must be submitted in text-based PDF format
• Resume and introductory video must be submitted in English
• Avoid scanned PDFs, image files, and Word documents to ensure timely review
• Candidates located in LATAM or Central & Eastern Europe (CEE) are preferred

Required Skills

• Contact Center Performance Management
• Quality Assurance
• Operational Reporting
• KPI Management
• Patient Access Operations
• Team Leadership
• Process Improvement
• Workforce Management
• Coaching & Performance Development
• Healthcare Operations