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Position Summary:
- Part-time Contact Center Operations Manager for a Maryland telephonic clinical care line.
- Own day-to-day operations, staffing oversight, and service-level performance.
- Schedule: 8-10 hours/week during 6-week launch, then ~4 hours/week ongoing.
Key Responsibilities:
- Serve as single point of contact for client and telephony provider.
- Manage staffing, service levels, call-quality monitoring, and SLA performance.
- Compile reports, coordinate testing, and host meetings.
Qualifications:
- At least 2 years of call-center operations experience within the past 5 years.
- Experience managing healthcare SLAs, quality monitoring, and performance reporting.
- Comfort working remotely with cloud-based contact-center software.
CLF Consultants
CLF Consultants is a federal contractor providing healthcare staffing and language access services across U.S. federal, state, and local agencies. The company has a network of 500+ healthcare professionals and 200+ interpreters, supporting nationwide coverage, and is a Self-Certified Small Disadvantaged Business.