Senior Operations Manager, Member Engagement Contact Center (Remote)

The Senior Operations Manager, Member Engagement Contact Center is a key leader responsible for driving contact center enablement and performance. You will oversee the workflow design, operational planning, and support functions that empower frontline teams to meet engagement goals including: Training, Quality Assurance (QA), Scheduling Support, production planning, and performance management. Your work ensures agents are prepared, accountable, and operationally equipped to deliver results. Translate campaign strategy into operational plans; ensure workflows are built and agents are trained to execute on time. Lead daily, weekly, and monthly production planning: tracking progress against our goals and adjust operational levers as needed. Own workforce management: develop staffing forecasts and translate them into operational plans ensure the right coverage across teams and queues. Manage and support the Training Manager and QA Lead to drive agent preparedness, consistency, and performance. Oversee onboarding and ongoing training; ensure content is current, role-specific, and aligned to goals. Ensure QA tools and review cadences support targeted coaching and quality improvement. Use insights from QA, training, and performance data to close gaps and improve execution. Identify, evaluate, and implement AI and automation tools that enhance training, QA, and ultimately performance, such as platforms for AI-assisted coaching, sentiment analysis, and performance-linked training. Lead the Scheduling Support team managing confirmations, reminders, reschedules, and route optimization. Build and refine the team’s tools and workflows to increase visit completion and slot utilization. Monitor performance, implement improvements, and ensure alignment with contact center and campaign goals. Build and maintain infrastructure for performance tracking and accountability (dashboards, scorecards). Own real-time monitoring: ensure team leads are equipped with insights and tools to track agent activity. Partner with Training, QA, and team leads to turn data into action, identifying and addressing workflow, behavior, or system gaps.