Customer Service and Support Manager 1

Reports to the Program Manager

The Call Center Operations Manager will manage day-to-day call center functions, ensuring timely, high-quality outreach and triage services aligned with program SLAs, federal privacy standards, and client expectations.

Key Responsibilities:

• Analyze and refine call center workflows to improve operational efficiency and improve staff productivity.

• Coordinate with Campaign & Dialer Ops Specialist to ensure contact lists are uploaded, dialer logic is functioning, and call attempts are completed per SLA.

• Oversee care advocates and Health Resource Specialists (HRSs) scheduling, leave planning, and queue monitoring to maintain adequate staffing levels.

• Manage inbound and outbound call center operations, ensuring compliance with SLAs.

• Oversees care navigators (call center agents), ensuring consistent coverage across all shifts (24/7/365)

• Train new hires and conduct ongoing performance monitoring and training on teclephony, and CRM best practices.

• Monitor call quality and documentation through audits and performance metrics.

• Implement quality improvement initiatives as needed.

• Generate weekly and monthly performance reports using telephony and CRM dashboards; escalate issues and trends to the DPM and PM.

• Coordinate with Clinical Lead, Call Center Supervisors, PHRC, and Outreach staff to ensure integrated case handling and smooth handoffs.

• Create SOPs and KBAs for Call Center staff, to include crisis incident handling.

• Lead or support process improvement initiatives, including automation and scripting updates in the telephony system.

• Maintain compliance with federal privacy, security, and data handling standards (e.g., HIPAA, IL4/5, FedRAMP.

• Create a tracking tool and monitor call center staff adherence to monthly government required training.

• Participate in monthly training updates and quarterly government led training sessions.

Qualifications

• Bachelor's degree in IT, Cyber Security Business, Engineering, Management or a related field.

• PMP or ITIL preferred

• 7-10 years of experience with a minimum of 5 years of Project Management experience and management experience.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$111,400-$150K

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.