InnovAge

Compensation

Full Description

Responsibilities: 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. Essential Functions and Work Responsibilities Functional Category: Contact Center Operations Oversight Estimated Percent of time Spent – 50% • 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. Functional Category: Supervision & Performance Management Estimated Percent of time Spent – 25% • 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 Requirements Travel Estimated Percent of time Spent 10% • Travel between national InnovAge worksites • Overnight & out of state travel should be expected for leadership meetings Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions REQUIRED Education • Bachelor of Arts / Sciences in Business Administration, Communications, or related field, comparable experience may be considered. Work Experience and Qualifications • 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. PREFERRED Education • 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. Benefits: InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model. InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes 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, and company-paid holidays. Applicants are considered until the position is filled. Posted Pay Range: $86,800-$112,900 Additional Information: Compensation Disclaimer The pay may vary depending on job related factors, such as work location, experience, knowledge, skills, education, certifications, training and internal equity. InnovAge offers a comprehensive benefits package, which includes medical, dental, vision, 401(k) plan with company match, short and long-term disability, life insurance, supplemental life insurance, ADD, flexible spending account, paid time off and company paid holidays. Agency Disclaimer InnovAge will not accept unsolicited resumes from search firms for this employment opportunity. Regardless of past practices, all candidates/resumes submitted by search firms to InnovAge by any means without a valid written search agreement in place for that position will be deemed the property of InnovAge and no fee will be paid in the event such candidate is hired by InnovAge.