Position Summary

We are seeking an experienced and highly motivated Call Center Manager to lead our outbound call center operations in support of our telehealth service line. This role requires deep knowledge of outbound campaigns, strong technical fluency with the Genesys cloud call platform, and experience overseeing third-party call center contractors. The ideal candidate will ensure operational excellence, performance optimization, and seamless collaboration across internal and external teams.

Key Responsibilities

• Outbound Operations Leadership
• Oversee all aspects of outbound call operations, including campaign design, list management, and contact strategies aligned with clinical and patient engagement goals.
• Collaborate with product design, clinical, and analytic teams to ensure campaign effectiveness and compliance.
• Genesys Platform Ownership
• Serve as the internal expert on the Genesys Cloud CX platform, managing configurations, dialer strategies (preview, progressive, predictive), reporting, IVR, and technical enhancements.
• Partner with IT and vendors to troubleshoot, upgrade, and optimize Genesys capabilities.
• Vendor & Contractor Oversight
• Directly manage outsourced call center partners, ensuring adherence to KPIs, SLAs, compliance standards, and quality benchmarks.
• Conduct regular performance reviews, implement corrective action plans, and ensure alignment with organizational goals.
• Quality & Compliance
• Implement and monitor quality assurance standards, scripting, call reviews, and training protocols.
• Ensure compliance with HIPAA, TCPA, and applicable state and federal regulations.
• Reporting & Continuous Improvement
• Deliver regular operational and performance reports to leadership, identifying trends and opportunities for improvement.
• Lead initiatives to improve contact rates, reduce call abandonment, and enhance the patient experience.

Qualifications

• Required:
• 5+ years of experience managing outbound call center operations, preferably in a healthcare or telehealth setting.
• Expertise with the Genesys Cloud platform (configuration, dialer campaigns, analytics).
• Experience managing BPO/vendor relationships or outsourced teams.
• Strong understanding of TCPA, HIPAA, and healthcare communication best practices.
• Proven leadership, analytical, and communication skills.
• Preferred:
• Experience with omnichannel outreach (SMS, email, chat).
• Background in public health outreach, patient navigation, or healthcare engagement programs.

Key Competencies

• Technical fluency and operational rigor
• Relationship management and vendor accountability
• Data-driven decision making
• Mission-driven, with a focus on patient impact and equity