Call center manager

job summary:
The Operations Manager provides leadership and strategic direction for a critical, multi-dimensional, member-facing team within Customer Experience Operations. This role oversees all departmental personnel, productivity, technology, and quality standards, including the development of internal policies and regulatory compliance workflows.

Working across a matrixed organization, the Operations Manager acts as a member advocate-utilizing data analytics, root-cause analysis, and continuous process improvement to elevate service delivery. The ideal candidate brings strong frontline contact center leadership, experience in a unionized environment, and a commitment to fostering a member-centric culture grounded in empathy, compliance, and operational excellence.

location: Los Angeles, California
job type: Contract
salary: $40 - 45 per hour
work hours: 8am to 5pm
education: High School


responsibilities:

Operational Leadership & Culture: Direct day-to-day contact center operations, maintaining full accountability for team productivity, service quality, and personnel management (hiring, training, coaching, performance evaluations, and employee engagement).

Workforce & Service Level Management: Develop and analyze staffing models and forecasts in a high-volume environment; execute real-time queue management and resource reallocations to consistently hit target service levels.

Process Improvement & Analytics: Monitor analytic toolsets and key performance metrics, perform root-cause analysis on service issues, and champion operational improvement initiatives to enhance customer care.

Stakeholder Collaboration: Build strong relationships with cross-functional departments, leading initiatives within a matrix structure and representing Customer Experience across broader organizational Communities of Practice.

Union & Regulatory Partnership: Support and implement Labor-Management Partnership initiatives while maintaining a strong culture of compliance, ethics, and healthcare regulatory integrity.

Staff Coaching & Mentorship: Drive quality assurance by coaching, counseling, and developing staff to deliver compassionate, highly responsive, member-centric service.

qualifications:
Experience: Minimum 4 years of operational management experience; background as a frontline leader in a high-volume call center environment required.

Healthcare Knowledge: Strong understanding of healthcare terminology, member services, regulatory standards, and Medicare/Medicaid operations.

Technical Skills:

Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).

Hands-on experience with Tableau preferred (ability to filter, export data, and create pivot/analytical views).

Labor Relations: Demonstrated experience managing teams within a unionized work environment.

Core Competencies:

Proven ability to influence diverse stakeholder groups without direct positional authority.

Demonstrated success leading and driving results within a complex matrix organization.

Exceptional written, verbal, and presentation skills.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on click.appcast.io.


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).


This posting is open for thirty (30) days.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.


Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.


We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.