Call Center Operations Manager for a Healthcare Services in US (Home Based Full Time)

• Daily performance dashboards (we’ll give you the dialer, you own the reporting layer) • Real-time visibility into contact rate, CV%, agent-level output, and client delivery numbers • Weekly client-facing performance reports and live Zoom calls with US clients • Agent discipline: attendance, adherence, PIPs, and firing when needed • Working directly with our trainer/QA lead to close gaps you see in the data• Daily performance dashboards (we’ll give you the dialer, you own the reporting layer) • Real-time visibility into contact rate, CV%, agent-level output, and client delivery numbers • Weekly client-facing performance reports and live Zoom calls with US clients • Agent discipline: attendance, adherence, PIPs, and firing when needed • Working directly with our trainer/QA lead to close gaps you see in the data• Daily performance dashboards (we’ll give you the dialer, you own the reporting layer)• Real-time visibility into contact rate, CV%, agent-level output, and client delivery numbers• Weekly client-facing performance reports and live Zoom calls with US clients• Agent discipline: attendance, adherence, PIPs, and firing when needed• Working directly with our trainer/QA lead to close gaps you see in the data

Must Haves

• 4+ years managing outbound call centers (healthcare, insurance, or lead-gen preferred) • Fluent, confident English — you’ll be on calls with US clients weekly • Built and maintained your own dashboards in Sheets/Looker/Power BI/dialer-native • Deep experience with at least one of: Five9, CallTools, Convoso, ReadyMode, Vicidial • The stomach to fire underperformers with proper documentation