About the RoleThe
Call Center Operations Manager is responsible for the day-to-day leadership and performance of Pinnacle Fertility's Patient Experience Center, ensuring prospective patients receive an exceptional first impression while maximizing appointment conversion. This role oversees inbound and outbound call center operations, develops and coaches a high-performing team, leverages Salesforce and AI-enabled technologies to improve efficiency and quality, and drives operational excellence through data, analytics, and continuous process improvement.
The ideal candidate is an experienced healthcare call center leader with strong Salesforce expertise, a sales-oriented mindset, and a passion for creating outstanding patient experiences while achieving measurable business results.
The
Call Center Operations Manager is responsible for leading a geographically diverse team of both U.S.-based and offshore call center professionals, ensuring consistent service standards, quality, productivity, and patient experience across all locations.
Key Responsibilities- Manage the daily operations of the Patient Experience Center, ensuring timely, professional, and compassionate service.
- Lead supervisors and call center representatives to achieve established service level, productivity, and quality goals.
- Monitor staffing levels, schedules, call volumes, and workforce productivity to optimize performance.
- Ensure consistent adherence to established workflows, scripting, and Standard Operating Procedures (SOPs).
- Foster a consultative sales culture focused on converting prospective patient inquiries into scheduled consultations.
- Monitor conversion metrics including speed-to-lead, appointment scheduling rates, contact rates, and pipeline performance.
- Coach team members on objection handling, consultative communication, and effective closing techniques.
- Partner with Marketing, Clinic Operations, and Revenue Cycle teams to improve lead management and patient acquisition.
- Serve as the operational expert for Salesforce within the call center.
- Ensure accurate documentation of patient interactions, lead management, follow-up activities, and reporting.
- Monitor Salesforce dashboards and reporting to identify trends, improve workflow efficiency, and support operational decision-making.
- Partner with CRM leadership to implement system enhancements and improve user adoption.
- Leverage AI-enabled call quality monitoring tools to evaluate customer interactions and identify coaching opportunities.
- Utilize speech analytics, sentiment analysis, and quality dashboards to improve performance and patient experience.
- Develop and maintain quality assurance standards and conduct regular call reviews using both AI insights and manager observations.
- Implement corrective action plans and ongoing coaching to improve quality scores and conversion performance.
- Recruit, onboard, train, and develop high-performing call center staff.
- Provide leadership, coaching, and performance management for both U.S.-based and offshore team members, fostering a unified culture, consistent performance expectations, and accountability across all locations.
- Conduct regular one-on-one coaching sessions, performance evaluations, and career development discussions.
- Create an engaged, accountable, and collaborative team culture focused on continuous improvement.
- Recognize outstanding performance while addressing performance concerns promptly and effectively.
- Monitor and analyze key performance indicators (KPIs), including:
- Service Level
- Average Speed of Answer
- Abandonment Rate
- Appointment Conversion Rate
- Speed-to-Lead
- First Contact Resolution
- Quality Scores
- Patient Satisfaction
- Prepare regular operational reports and present performance updates to senior leadership.
- Identify trends and implement action plans to improve operational effectiveness.
- Identify opportunities to improve workflows, eliminate inefficiencies, and enhance the patient experience.
- Collaborate with cross-functional teams to implement operational improvements and new technologies.
- Ensure compliance with HIPAA, company policies, and applicable regulatory requirements.
Position Requirements- Education: Bachelor's degree in Business, Healthcare Administration, Communications, or a related field preferred.
- Experience:
- Minimum of 5 years of progressive call center leadership experience, preferably in healthcare, medical services, or other high-touch customer service environments.
- Minimum of 2 years managing supervisors and/or large call center teams.
- Demonstrated success improving appointment conversion rates and operational performance.
- Experience managing inbound and outbound sales-focused contact centers preferred.
- Experience working within Salesforce CRM required.
- Experience leading geographically dispersed teams, including offshore call center resources, strongly preferred.
- Skills:
- Strong working knowledge of Salesforce CRM reporting, dashboards, workflows, and lead management.
- Experience leveraging technology, automation, and AI tools to improve efficiency and call quality.
- Strong understanding of contact center metrics and workforce management principles.
- Proven coaching and leadership skills with the ability to develop high-performing teams.
- Excellent verbal, written, and interpersonal communication skills.
- Strong analytical and problem-solving abilities with experience using data to drive operational decisions.
- Ability to prioritize multiple initiatives in a fast-paced environment.
- Knowledge of HIPAA and patient privacy regulations preferred.
Compensation & Benefits- Annual Salary: Final offers based on experience, skills, and qualifications.
- Benefits: Comprehensive healthcare, dental, life, and vision insurance. Additional benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.
