Key ResponsibilitiesOperations Leadership & Service Delivery

• Oversee inbound and outbound call handling, staffing coverage and service delivery across frontline teams.
• Step in hands-on when volume or staffing requires it to protect service levels and the participant experience.
• Hold teams accountable to clear service, quality and productivity standards.
• Troubleshoot escalations and remove barriers that affect responsiveness and resolution.

Enterprise Operating Model

• Design and implement a scalable, enterprise-wide approach to call handling across state programs.
• Partner with local and program leaders to transition teams into the new model without disrupting service.
• Assess the current structure and identify opportunities to reduce fragmentation and improve staffing efficiency.
• Set up governance for how skills, queues and call-handling practices are added, changed and maintained.

Process Standardization & Continuous Improvement

• Establish consistent standard operating procedures (SOPs), scripts, escalation paths and best practices across frontline teams.
• Drive continuous improvement through root-cause analysis of call drivers, repeat contacts and workflow breakdowns.
• Partner with quality and training teams to make sure standards are applied consistently.

Contact Center Technology

• Configure and continually improve IVR (interactive voice response), call flows, routing, skills, callbacks and self-service options.
• Work with Operations teams, IT and vendors to optimize the contact center platform and supporting tools.
• Make sure routing and skills design connects each caller with the right agent quickly and efficiently.

Workforce Management

• Lead forecasting, staffing models, scheduling and real-time management.
• Match staffing to demand across intervals, days and peak periods while optimizing cost to serve.
• Use historical volume, handle time, service-level targets, shrinkage and occupancy data to set staffing requirements.

Performance Metrics & Reporting

• Define and report KPIs for service, quality, efficiency and customer experience.
• Build executive-level reporting that gives leadership clear visibility into performance, capacity and cost.
• Use data to identify trends, set priorities and measure the impact of operational changes.

AI, Automation & Self-Service

• Identify and implement AI, automation and self-service tools that improve responsiveness and reduce manual work.
• Evaluate opportunities such as virtual agents, agent assist and call summarization.
• Build business cases that quantify the operational and financial return of technology investments.

Team Development

• Recruit, coach and develop managers, supervisors and frontline staff.
• Build a culture of accountability, empathy and continuous improvement across remote and multi-site teams.

Required Qualifications

• 8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment.
• Deep call center operations expertise, including:
  • IVR, call flow, skills and routing configuration
  • Workforce management and staffing optimization
  • Inbound and outbound call handling
  • Performance metrics and KPIs
• Strong hands-on experience with enterprise telephony and cloud contact center platforms.
• A track record of standardizing processes and improving performance across multiple teams or locations.
• Strong analytical and financial skills, including KPI reporting, staffing models, business cases and ROI.
• Excellent communication and cross-functional partnership skills.
• Bachelor's degree or equivalent experience.

Preferred Qualifications

• Experience with Genesys Cloud or another top-tier contact center platform.
• Experience implementing contact center AI (virtual agents, agent assist, call summarization).

Work Environment

• Remote, home office-based role.
• Leads remote and multi-site frontline teams supporting multiple state programs.