Contact Center Support Services Manager - AudioNova - A Sonova Brand
Patient Revenue Operations
Location: Remote North America
Department: Patient Revenue Operations & Conversions
Reports To: Director, Patient Revenue Operations & Conversions
Employment Type: Full-Time
Base Salary: $90,000 - $100,000 + 10% Yearly Performance Incentive
We are seeking an experienced and passionate Contact Center Support Services Manager to lead our Quality Assurance and Training teams while driving continuous improvement across our North American contact center operations.
Position Summary
The Contact Center Support Services Manager is responsible for overseeing the Quality Assurance (QA) and Training functions within Patient Revenue Operations. This role ensures agents receive the coaching, training, tools, and support needed to deliver an exceptional patient experience while achieving operational and conversion goals.
The Contact Center Support Services Manager will lead a team focused on quality monitoring, onboarding, training, process improvement, knowledge management, and performance development for both internal and outsourced call center teams.
This position plays a critical role in supporting AudioNova's transformation initiatives, including CRM enhancements, AI-powered tools, IVR, IVA, omnichannel engagement, and patient experience improvements.
Key Responsibilities
Leadership & Team Management
- Lead and develop the QA and Training teams.
- Foster a culture of accountability, continuous improvement, and employee development.
- Establish performance goals and development plans for team members.
- Manage departmental priorities and resource allocation.
- Partner with Operations, Workforce Management, Analytics, Marketing, IT, and BPO partners.
Quality Assurance
- Oversee and support the Quality Assurance team.
- Develop and maintain QA scorecards, evaluation processes, and calibration standards.
- Ensure quality reviews are completed consistently and accurately.
- Monitor compliance, patient experience, and operational performance.
- Identify trends and coaching opportunities to improve agent effectiveness.
- Conduct quality reviews with internal and external partners.
Training & Development
- Oversee and support the Training team.
- Lead onboarding and new hire training programs.
- Develop ongoing training curriculum for agents, team leads, and leaders.
- Maintain knowledge management resources, SOPs, and training materials.
- Partner with stakeholders to support implementation of new systems and processes.
- Ensure consistent training delivery across U.S., Canada, and BPO operations.
Performance Improvement
- Analyze quality and training results to identify improvement opportunities.
- Partner with Operations Managers and Team Leads on coaching plans.
- Drive initiatives to improve:
- First Contact Resolution (FCR)
- Measure training effectiveness and agent proficiency.
Operational Readiness
- Support implementation of CRM, IVR, IVA, AI, and omnichannel initiatives.
- Ensure teams are prepared for process and technology changes.
- Standardize quality and training practices across all locations and partners.
- Assist with workforce readiness and capacity planning.
Reporting & Analytics
- Create and deliver QA and training performance reporting.
- Track coaching trends, QA scores, training completion, and proficiency metrics.
- Partner with the Performance Analytics Specialist to identify operational improvement opportunities.
- Present recommendations and performance insights to leadership.
Qualifications
Required
- Bachelor's degree or equivalent combination of education and experience.
- 5+ years of call center, contact center, or customer service leadership experience.
- 3+ years leading Quality Assurance, Training, Learning & Development, or Operational Excellence functions.
- Strong experience with coaching, performance management, and employee development.
- Experience developing training curriculum and quality programs.
- Strong analytical and problem-solving skills.
- Excellent communication and presentation skills.
- Advanced Microsoft Office skills, including Excel and PowerPoint.
Preferred
- Bilingual in Spanish or French is a plus.
- Experience in healthcare, hearing healthcare, patient access, scheduling, or customer care environments.
- Experience supporting outsourced/BPO operations.
- Experience with CRM systems such as Microsoft Dynamics, Salesforce, HubSpot, or similar platforms.
- Experience with workforce management and analytics tools.
- Knowledge of AI, Agent Assist, IVR, IVA, and omnichannel technologies.
- Bilingual (Spanish) is a plus.
Success Metrics
Success in this role will be measured through:
- First Contact Resolution (FCR)
- Training Completion Rates
- New Hire Speed to Proficiency
Benefits:
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Employee Assistance Program
- Career Development Opportunities
AudioNova offers a comprehensive benefits package including medical, dental, vision, 401(k), paid time off, professional development opportunities, and career growth within a rapidly evolving healthcare organization.
