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InnovAge Logo InnovAge · Call Center

Manager, Contact Center Operations

United States, Denver 86800.00 - 112900.00 USD / Year · Job Posted January 15, 2026
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Job Description

Under the direction of the Director of Contact Center Operations, the Manager, Contact Center Operations plays a critical role in leading multi-site contact center teams across the enterprise. This role ensures operational excellence, regulatory compliance, and a consistent customer experience across all centers. As a strategic leader, the Manager drives performance, enhances workflows, and fosters a culture of accountability and service. The ideal candidate is a hands-on operator, people leader, and process optimizer who thrives in fast-paced environments and is passionate about delivering high-quality customer interactions.

Job Responsibility

  • Oversee daily operations across multiple contact centers, ensuring consistent execution of service standards and KPIs
  • Develop and manage staffing schedules to meet contact volume demands and customer satisfaction goals
  • Implement alternative staffing models as needed, balancing budget constraints and performance metrics
  • Monitor adherence to contact handling protocols, documentation standards, and escalation procedures
  • Supervise inbound and outbound contact activities, ensuring timely and accurate resolution
  • Partner with cross-functional teams to align contact center operations with broader organizational goals
  • Identify and resolve operational inefficiencies through workflow enhancements and technology optimization
  • Lead onboarding, training, and cross-training initiatives for new and existing staff
  • Maintain accurate records of training, performance metrics, and compliance documentation
  • Ensure all required education and certifications are completed via internal LMS platforms
  • Track recurring issues and implement training or process changes to prevent reoccurrence
  • Provide direct supervision and leadership to Contact Center Supervisors and Representatives
  • Monitor individual and team productivity, offering coaching and corrective action as needed
  • Conduct interviews, make hiring recommendations, and ensure adequate staffing levels
  • Lead performance reviews, goal setting, and development planning for direct reports
  • Promote a culture of accountability, teamwork, and continuous improvement
  • Ensure compliance with company policies and employment laws in all supervisory practices
  • Recognize and reward high performance
  • address performance gaps with empathy and clarity
  • Facilitate regular leadership, department, and 1:1 meetings to support communication and alignment
  • Serve as a role model for service excellence, professionalism, and integrity
  • Travel between national InnovAge worksites
  • Overnight & out of state travel should be expected for leadership meetings

Requirements

  • Bachelor of Arts / Sciences in Business Administration, Communications, or related field, comparable experience may be considered
  • 8+ years of experience in contact center operations, preferably in a regulated industry
  • 5+ years in a supervisory or management role overseeing multi-site teams
  • Demonstrated success in improving operational performance and customer satisfaction
  • Experience with contact center platforms (e.g., Five9 and EPIC) and CRM systems
  • Strong understanding of contact center metrics, workforce management, and compliance standards
  • Excellent communication, coaching, and stakeholder management skills

Nice to have

  • Masters of Arts / Sciences in Business Administration, Communications, or related field
  • Experience in healthcare contact centers or familiarity with PACE programs
  • Proficiency in customer service protocols and terminology
  • Bilingual capabilities or experience supporting diverse populations

What we offer

  • medical/dental/vision insurance
  • short and long-term disability
  • life insurance and AD&D
  • supplemental life insurance
  • flexible spending accounts
  • 401(k) savings
  • paid time off
  • company-paid holidays
  • 401(k) plan with company match
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