Senior Contact Center Operations Manager

Houston, TX
Full Time
Call Center
Senior Manager/Supervisor

Senior Manager, Call Center Operations & Performance

SynergenX | Houston, TX
Full-Time | Exempt | Onsite

Lead the Transformation of a High-Volume Healthcare Call Center

SynergenX is seeking a highly driven, data-focused Senior Manager of Call Center Operations & Performance to lead and optimize our patient access and appointment scheduling operation.

This is not a maintenance role. We are looking for a hands-on operator who can build accountability, improve performance, develop leaders, implement structure, and drive measurable operational improvements across a high-volume healthcare call center environment.

You will lead supervisors and frontline team members while partnering closely with Operations, Marketing, HR, Compliance, IT, and Executive Leadership to improve patient experience, increase appointment conversion, reduce missed opportunities, and implement technology and AI-driven solutions that enhance efficiency and performance.

If you thrive on metrics, coaching, process improvement, workforce planning, and operational excellence, we want to hear from you.

What You'll Do

Call Center Leadership & Performance

  • Lead day-to-day operations of a high-volume patient contact center
  • Drive improvements in answer rates, service levels, abandonment rates, speed to answer, QA scores, appointment conversion, and agent productivity
  • Establish clear performance expectations and accountability standards
  • Develop supervisors and frontline leaders through coaching, performance management, and leadership development
  • Conduct regular performance reviews, scorecard reviews, one-on-one meetings, and operational huddles

Workforce Planning & Staffing

  • Develop staffing models based on call volume, business needs, seasonality, marketing activity, and service-level targets
  • Monitor scheduling, attendance, adherence, occupancy, and productivity
  • Identify staffing gaps and partner with Talent Acquisition and HR on recruiting and retention strategies
  • Recommend organizational and staffing improvements based on operational data

Quality Assurance & Training

  • Build and oversee a structured quality assurance program
  • Develop QA scorecards, calibration programs, coaching workflows, and performance improvement initiatives
  • Ensure agents maintain compliance with patient communication standards, scheduling protocols, and documentation requirements
  • Identify training opportunities and performance trends through call reviews and reporting

Reporting & Analytics

  • Create and maintain operational dashboards and performance scorecards
  • Present actionable reporting and recommendations to senior leadership
  • Analyze call center trends and identify opportunities to improve efficiency, patient access, and workforce effectiveness
  • Utilize data to drive decision-making and continuous improvement

Technology & AI Optimization

  • Serve as a key stakeholder for call center technology platforms and reporting tools
  • Evaluate call routing, queue management, missed call workflows, reporting accuracy, and follow-up processes
  • Support implementation of AI and automation solutions including:
    • Automated QA
    • Call scoring
    • Coaching insights
    • Missed-call recovery workflows
    • Call summaries
    • Reporting automation
    • Patient routing improvements
    • Knowledge management tools

Required Qualifications

  • 5+ years of call center leadership experience
  • Experience managing supervisors and frontline call center teams
  • Proven success improving call center performance metrics
  • Strong understanding of:
    • Service Levels
    • Answer Rates
    • Abandonment Rates
    • Speed to Answer
    • Average Handle Time
    • Adherence
    • Conversion Metrics
    • QA Programs
    • Workforce Management
  • Experience developing scorecards, dashboards, QA programs, and staffing models
  • Experience using call center platforms, CRM systems, reporting tools, and workforce management technology
  • Strong analytical, coaching, and leadership skills
  • Ability to influence change and hold teams accountable

Preferred Qualifications

  • Healthcare call center leadership experience
  • Patient access, scheduling, clinic operations, or healthcare customer service experience
  • Experience with RingCentral, CallRail, Salesforce, Five9, NICE, Genesys, Zendesk, or similar platforms
  • Experience implementing AI, automation, analytics, or workflow improvement initiatives
  • Experience supporting marketing-driven lead generation and appointment conversion environments

What Success Looks Like

  • Improved answer rates and service levels
  • Reduced missed and abandoned calls
  • Improved appointment conversion
  • Strong staffing coverage and workforce planning
  • Consistent QA scoring and coaching programs
  • Improved supervisor accountability
  • Standardized SOPs and performance expectations
  • Successful implementation of AI and automation initiatives
  • Enhanced patient experience and operational efficiency

Compensation & Benefits

Salary: DOE
Bonus eligibility may be considered based on performance, company goals, and achievement of call center improvement targets.

Benefits Include

  • Medical, Dental, and Vision Insurance
  • 401(k) with Company Match
  • Paid Time Off
  • Paid Holidays
  • Life Insurance
  • Employee Assistance Program
  • Career Growth Opportunities
  • Stable, Growing Healthcare Organization
  • Direct Visibility to Executive Leadership
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