Senior Manager, Call Center Operations & Performance

SynergenX | Houston, TX, 77070

Full-Time | Exempt | Onsite REQUIRED

Lead the Transformation of a High-Performance Healthcare Contact Center

SynergenX is seeking an experienced, data-driven Senior Manager of Call Center Operations & Performance to lead and optimize our patient access, patient experience, and contact center operations across a growing, multi-site healthcare organization specializing in hormone replacement therapy and medical weight loss. This role will serve as a key cross-functional leader, partnering with Operations, Marketing, Clinical Leadership, HR, and Executive Leadership to improve patient acquisition, engagement, operational efficiency, and overall business performance.

This highly visible leadership role is responsible for driving operational excellence, developing leaders, improving performance, building accountability, and leveraging analytics to create measurable business results across a high-volume healthcare contact center environment while being patient centric.

The ideal candidate has successfully managed first-level managers and understands how to build high-performing teams through coaching, leadership development, workforce optimization, and data-driven decision making.

Approximately 45% of this role will focus on reporting, analytics, workforce planning, KPI management, operational metrics, and business intelligence. The remaining focus will be dedicated to coaching leaders, developing frontline staff, improving patient engagement, enhancing appointment conversion outcomes, and creating a culture of accountability and continuous improvement.

This is not a maintenance role. We are looking for a hands-on operator who can build structure, improve performance, develop people, and implement sustainable operational improvements.

What You'll Do

Leadership & Team Development (45%)

• Lead day-to-day operations of a high-volume patient contact center.
• Directly manage supervisors and first-level leaders.
• Develop leadership capabilities through coaching, mentoring, performance management, and accountability.
• Create a culture focused on customer engagement, patient experience, operational excellence, and continuous improvement.
• Conduct regular one-on-ones, leadership meetings, performance reviews, and scorecard discussions.
• Develop succession plans and leadership development programs.

Operational Performance

• Drive improvements in answer rates, service levels, abandonment rates, speed to answer, appointment conversion, quality scores, and productivity.
• Establish performance expectations and accountability standards across all levels of the organization.
• Monitor operational trends and implement corrective action plans when needed.
• Partner with Operations, Marketing, HR, Compliance, and Executive Leadership to improve overall organizational performance.

Data, Analytics & Reporting (45%)

• Own all operational reporting, dashboards, scorecards, forecasting, and performance analytics.
• Analyze trends related to:
  • Service Levels
  • Answer Rates
  • Abandonment Rates
  • Speed to Answer
  • Appointment Conversion
  • Workforce Productivity
  • Staffing Efficiency
  • Attendance and Adherence
  • Customer Engagement Metrics
• Build executive-level reporting and present actionable recommendations to leadership.
• Develop workforce forecasting and staffing models.
• Utilize data to identify root causes, performance gaps, and opportunities for improvement.
• Translate complex data into actionable coaching opportunities for leaders and frontline team members.

Workforce Planning & Resource Management

• Develop staffing models based on call volume, business growth, marketing initiatives, seasonality, and service-level targets.
• Monitor scheduling effectiveness, occupancy, productivity, and adherence.
• Identify staffing needs and partner with Talent Acquisition and HR on hiring strategies.
• Recommend organizational changes that improve efficiency and service delivery.

Quality Assurance & Training

• Build and oversee a structured quality assurance and coaching program.
• Develop scorecards, calibration programs, coaching frameworks, and performance improvement initiatives.
• Ensure adherence to patient communication standards, scheduling protocols, and documentation requirements.
• Identify training opportunities through call reviews, reporting, and performance analysis.
• Measure coaching effectiveness through operational and performance outcomes.

Technology & Process Optimization

• Serve as a key stakeholder for call center technology platf