Healthcare Contact Center Operations Manager

Role Description

CLF Consultants is seeking a part-time Contact Center Operations Manager to own the day-to-day operation of a Maryland telephonic clinical care line supporting the Maryland Cannabis Administration, serving as the single point of contact across the client, the telephony platform, and the clinical staff. You will own staffing oversight, service-level performance, quality assurance, and data and reporting.

Schedule: approximately 8 to 10 hours per week during the initial 6-week launch, then approximately 4 hours per week ongoing. Occasional check-ins during launch, minimal thereafter except coverage emergencies.

• Serve as the single, dedicated point of contact for the client agency and the telephony platform provider.
• Own staffing and coverage schedules and ensure service levels, including a 15-minute callback standard, are consistently met.
• Manage call-quality monitoring, service-level agreement (SLA) performance, and adherence to the call-management standard operating procedures.
• Compile and deliver utilization and performance reports (at least monthly) using platform-generated and supplementary data.
• Coordinate pre-launch testing and troubleshooting, and plan and host kickoff, status, and wrap-up meetings, furnishing notes.
• Maintain program records and coordinate invoicing documentation.

Qualifications

• At least two (2) years of call-center or contact-center operations experience within the past five (5) years.
• Demonstrated experience managing healthcare SLAs, call-quality monitoring, and performance reporting.
• Experience managing multiple concurrent calls, data collection and reporting, and resolving minor software or technical issues.
• Comfort working remotely and coordinating a distributed team with cloud-based contact-center software.

Requirements

• Healthcare contact-center experience: Medicaid member services, nurse advice line, behavioral-health hotline, patient-access center, or a government healthcare program.
• Familiarity with Genesys or comparable cloud contact-center platforms.

Dedicated Key Personnel

This is a dedicated Key Personnel role. The Operations Manager may not be reassigned to other work without the client agency's written approval, consistent with the program's Key Personnel requirements.

Company Description

CLF Consultants is a federal contractor providing healthcare staffing and language access services across U.S. federal, state, and local agencies. Our network of 500+ healthcare professionals and 200+ interpreters supports nationwide coverage. CLFC is a Self-Certified Small Disadvantaged Business committed to placing qualified professionals with mission-aligned organizations. Equal Opportunity Employer.