Posted On: 04-05-2019
Position Title: Manager Call Center Business Operations
Job Location: New Berlin, Wisconsin
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How You’ll Make a Difference

Manages the infrastructure and performance of multi-site call center services. Coordinates the daily operations and workflow of the team to include planning, organization and oversight of work assignments and review of documentation for multi-channel communication services. Establishes proficiency standards. Provides analytical and problem resolution services and monitors quality indicators. Oversees staff, department and customer communication to ensure that both changes and issue resolutions are properly disseminated. Maintains inventory and monitors adherence to contract stipulations and timelines.

Manages the overall business and infrastructure operations of multiple call center sites, including functionality, inventory and adherence to contract stipulations and timelines.


Instructs, guides, advises, assigns and reviews progress and accuracy of work. Leads day to day activities of the technical staff to ensure resources are effectively used and proper staffing levels are maintained.

Provides insight in support of system initiatives and business development. Analyzes proposed programs and expansions, providing feedback and direction to decision makers.

Provides analytical and problem resolution. Independently investigates complex problems. Evaluates application effectiveness and/or performance. Identifies potential risks and proactively resolves issues. Inspects current processes and recommends new methods. Prepares metrics on call center performance.

Establishes and maintains positive customer relationships. Manages client expectations and establishes positive working relationship with customers. Provides insight for service level agreements based on technical capabilities and capacity.

Prepares project plans, which include definition, scope, resources and schedules. Prepares detailed project timelines and budget estimates. Completes programs and projects within established budget and deadlines. Works with change management for documentation of go-lives.

Key words: Genesis, NICE workforce management system




License & Certifications

None Required.


Bachelor’s Degree in Business, orBachelor’s Degree in Information Technology or related field.


Typically requires 5 years of experience in a support center environment, preferably within the health care industry.
Includes 1 year of supervisory experience in management of overall support center operations and staff.

Experience working on moderate to complex system and business application issues and processes, including analysis, defining business and user requirements, acceptance testing, documentation and support of business. Experience utilizing managing applications and technical components of telephony and information systems, including basic hardware, platform, infrastructure, connectivity, interface design, operating systems and database. Ability to mine and analyze data and format the same into appropriate format using standard software. Demonstrated leadership abilities to include project/staff coordination and motivating staff toward common goals. Demonstrated ability to lead and mentor staff with the ability to relate to staff and mentor new and existing staff. Strong written and verbal communications skills.Ability to provide oversight of multiple systems. Knowledge of computer operations and well versed in the arena of customer service.

Genesis and NICE technology experience strongly preferred.

Workforce management system (WFM) technology experience a must.

At Aurora Health Care

We’re with you – it’s not just our brand tagline. Leaders live our brand by creating a culture of passion, which touches every caregiver, every action and every thought. Imagine providing direction and focus that ensures we are putting the patient at the center of all we do. Passionate leaders live the Aurora values and act as role models for the entire organization – brand ambassadors in the truest form. Our leaders serve their communities, use the art of communication, and listen and understand the power of our purpose: We help each other live well. Our leaders instill a sense of significance in a diverse and inclusive workforce, and mobilize others to constantly find better ways to provide healthcare.

Aurora supports a safe, healthy and drug-free work environment through criminal background checks and pre-employment drug testing. We maintain a smoke-free environment at all our locations. We are an equal opportunity employer.