Call Center Operations Manager (Remote – East Coast)

We’re looking for a multi-faceted Call Center Operations Manager to join our team at ICF. This position will support our National Center for Advancing Translational Sciences (NCATS)/ Division of Rare Disease Research and Research Innovation (DRDRI) client. DRDRI coordinates and supports rare diseases research, responds to research opportunities for rare diseases, and provides information on rare diseases. DRDRI supports the Genetic and Rare Disease Information Center (GARD) website and Call Center to provide information about rare and genetic diseases to patients, their families and caregivers, and medical professionals. 

The Call Center Manager will serve as the main point of contact for the client, product owner, and other ICF team members not part of the call center. This role involves overseeing the daily operations of the call center, ensuring efficiency and effectiveness, and managing a team of call center staff. The Call Center Manager will also be responsible for resource planning, reporting, technical leadership, and management of staff and operations. The ideal candidate is a task-oriented problem solver who is self-motivated and able to multi-task while adhering to strict deadlines in a fast-paced environment. You will be joining a smart, collaborative, and highly productive team! 

Key Responsibilities:

• Client and Team Coordination:
• Act as the main point of contact for the client, product owner, and other ICF team members not part of the call center.
• Oversee weekly case conferences and internal team meetings.
• Resource Planning:
• Collaborate with the Deputy Director to keep the monthly budget up to date.
• Provide staff utilization and resource planning for all call center staff.
• Reporting:
• Generate and provide monthly reports on call center efficiency and effectiveness.
• Technical Leadership:
• Liaise with 8*8 and Salesforce technical staff to resolve call center issues.
• Administer 8*8 to meet the needs of the call center and partner with 8*8 service provider as needed to implement and test solutions.
• Management:
• Escalate issues to management and the client as needed.
• Partner with other teams to ensure requirements are clear and achievable.
• Coordinate staff task work and change initiatives via management of Jira board.
• Keep SOPs up to date.
• Oversee the QA/QC process.
• Coordinate with the Knowledge Manager on the creation of information and content for the call center.
• Operational Improvement:
• Identify opportunities to improve operations and integrate the call center with the content team.
• Develop and implement a plan to incrementally make progress on strategic vision goals.
• Staff Management:
• Manage call center staff in their day-to-day activities.
• Guide call center staff on inquirer (caller) interactions.
• Monitor staff performance and provide feedback.
• Encourage and remediate staff as needed.
• Promote team building and a shared sense of purpose.
• Determine and schedule on-call staff as needed.
• Provide backup for call center staff on phones.
• Conduct case quality control checks.

Qualifications:

• Bachelor’s degree in a related field (e.g., Business Administration, Management, Public Health).
• 2+ years experience in call center management or a similar role.
• 2+ years experience in call center operations and technology (e.g., 8*8, Salesforce).

Professional Skills:

• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Strong problem-solving and critical-thinking abilities.
• Commitment to client satisfaction, delivering high-quality work and maintaining team morale.
• Excellent verbal and written communication, with an ability to lead internal discussions and client-facing presentations.

Preferred Qualifications:

Combination of professional experience in IT systems management and public health.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world’s toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more here: Requesting an Accommodation for the ICF interview process.

Read more about workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair and equitable interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. 

However, we understand that some candidates may require accommodations that involve the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed. 

Pay Range – There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$81,094.00 – $137,860.00

Nationwide Remote Office (US99)

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