Service Center Operations Consultant

Peregrine Team

Service Center Operations Consultant

Peregrine Team is hiring a Service Center Operations Consultant to support a nonprofit organization based in Los Angeles, CA. This position is a full-time, contract role with full benefits and competitive pay.

Schedule: On-site, Monday – Friday 8:30am to 5pm PST

FMLA: Exempt

Peregrine Team is seeking an experienced Service Center Operations Consultant to support a high-volume, fast-paced service center (call center/help line) environment. This role will focus on improving operational efficiency, enhancing customer experience, and strengthening overall team performance. The ideal candidate brings strong leadership experience in call center operations, a data-driven mindset, and a passion for optimizing processes and service delivery.

Key Responsibilities:

Oversee daily service center operations, including staffing models, scheduling, and coverage planning
Develop and track performance metrics such as call volume, wait times, resolution rates, and customer satisfaction
Identify trends and implement process improvements to increase efficiency and service quality
Establish and maintain high standards for customer service, including call handling, response times, and follow-up
Ensure accurate information delivery and proper routing to internal and external resources
Implement quality assurance practices including call monitoring, coaching, and performance feedback
Evaluate and optimize call center and case management systems
Partner with internal teams and vendors to troubleshoot system issues and implement enhancements
Ensure team members are properly trained on systems, tools, and workflows
Support workforce planning efforts to meet call volume demands, including use of temporary or contract staff as needed
Develop and implement onboarding and training programs to support team growth and scalability
Provide coaching, feedback, and performance management support to supervisors and team leads
Collaborate with cross-functional teams to ensure alignment and accurate service delivery
Support reporting, planning, and continuous improvement initiatives
Ensure compliance with internal policies and applicable regulations
Perform other duties as assigned

Qualifications:

Bachelor's degree in public administration, social services, nonprofit management, or a related field (or equivalent experience)
Significant leadership experience in a call center, help line, customer service operation, or human services environment
Demonstrated success managing staff, workflows, and performance metrics
Strong commitment to equity, accessibility, and high-quality community service

Preferred:

Experience in nonprofit, social services, health, aging, disability, or community resource navigation settings
Familiarity with call center platforms, CRM or case-management systems, and reporting tools
Experience implementing quality assurance and customer experience frameworks

Schedule: Monday – Friday 8:30am to 5pm PST

Apply

Vacancy posted 3 days ago

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