Contact Center Operations Manager - Arlington - Ennoble Care

Description

Contact Center Operations Manager

Arlington, VA (On-Site)

About Us

Ennoble Care is a mobile primary care, palliative care, and hospice service provider with patients in New York, New Jersey, Maryland, DC, Virginia, Oklahoma, Kansas, Pennsylvania, and Georgia. Ennoble Care's clinicians go to the home of the patient, providing continuum of care for those with chronic conditions and limited mobility. Ennoble Care offers a variety of programs including remote patient monitoring, behavioral health management, and chronic care management, to ensure that our patients receive the highest quality of care by a team they know and trust. We seek individuals who are driven to make a difference and embody our motto, "To Care is an Honor." Join Ennoble Care today

Overview

Ennoble Care is seeking a Contact Center Operations Manager to own the performance and optimization of our communications platforms (Dialpad), along with supporting tools like CallRail, Emitrr, and Keragon. This role is accountable for key performance metrics—including call answer rate, abandon rate, and patient satisfaction scores—and is responsible for ensuring our systems support high-performing intake and call center operations across 15+ offices and 11 states.

This is not just a systems administration role. You will be measured on outcomes, not just uptime. You'll proactively identify issues affecting performance, recommend and implement fixes, and work cross-functionally with intake supervisors, call center leads, and regional operations teams to drive results. When metrics trend in the wrong direction, you'll diagnose the root cause—whether it's a routing issue, a training gap, or a staffing constraint—and either fix it or escalate it.

You'll report directly to the Head of Systems and have regular visibility with the COO and executive leadership. This position is on-site at our Arlington, VA office or Marlton, NJ office.

Performance Metrics

You will be accountable for the following KPIs:

•      Call Answer Rate — percentage of inbound calls answered vs. abandoned

•      Abandon Rate — percentage of callers who hang up before reaching an agent

•      Average Speed to Answer — how quickly calls are picked up

•      NPS / Patient Satisfaction — scores from patient feedback surveys

•      Queue Wait Time — average and max time callers spend waiting

What you own:

•      System configuration, call routing logic, and queue design

•      Workflow automations and process efficiency

•      Training and documentation to reduce user errors

•      Vendor escalations and technical issue resolution

What you influence and escalate:

•      Staffing recommendations when metrics indicate capacity issues

•      Process changes requiring leadership approval

•      Agent behavior and adherence issues (escalate to supervisors)

Key Responsibilities

Dialpad Administration & Optimization

•      Manage user setup, extensions, and permissions

•      Configure and optimize call routing, queues, and IVR structures to maximize answer rates

•      Administer Dialpad WFM (Workforce Management) settings

•      Troubleshoot call quality issues, agent status problems, and routing errors

•      Monitor real-time and historical performance dashboards

•      Coordinate with Dialpad support for escalations and feature rollouts

Integrations & Supporting Platforms

•      Maintain integrations between Dialpad, Zoho, CallRail, and other systems

•      Administer CallRail (tracking numbers, routing, attribution)

•      Administer Emitrr (SMS, user setup, templates)

•      Support other no-code/low-code tools (Scribe, Keragon) as needed

•      Troubleshoot integration failures and coordinate fixes

Performance Monitoring & Reporting

•      Track and report on KPIs weekly to leadership

•      Identify trends and proactively address issues before they impact metrics

•      Conduct root cause analysis when performance dips

•      Support Operations Analyst with data extraction for deeper analysis

Support & Troubleshooting

•      Respond to and resolve helpdesk tickets related to supported platforms

•      Serve as Tier 2/3 escalation point for complex Dialpad or other telecommunications issues

•      Partner with vendors to resolve technical challenges

Documentation & Training

•      Create and maintain system documentation and SOPs

•      Develop training resources to improve adoption and reduce errors

•      Conduct end-user training for new hires and existing staff

Qualifications

Required

• years of experience managing contact center or communications platforms

• years of hands-on Dialpad administration experience, including call routing, queues, and WFM

•      Experience being accountable for operational KPIs (answer rate, abandon rate, NPS, etc.)

•      Hands-on experience with no-code/low-code platforms and integrations

•      Strong analytical skills—able to interpret data and identify root causes

•      Excellent communication skills with ability to present metrics to leadership

•      Ability to work on-site in Arlington, VA

Preferred

•      Experience administering CRM platforms (Zoho, Salesforce, or similar)Experie

• Experience in healthcare intake, call center, or patient access operations

•      Familiarity with HIPAA and data security best practices

•      Experience with CallRail, Emitrr, or similar marketing/communications tools

•      Background in contact center operations (not just IT administration)

•      Experience with leveraging AI-based technologies to improve workflows

What We Offer

•      Ownership of mission-critical systems with direct impact on business performance

•      Direct visibility with CISO, COO, and executive leadership

•      Competitive compensation and benefits package

•      Career growth opportunities within IT and operations

Compensation:

Salary Range: $85,000 - $95,000 with 10% Bonus based on Annual KPIs

Benefits

Full-time employees qualify for the following benefits:

•      Medical, Dental, Vision and supplementary benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity

•      Paid Time Off

•      Paid Office Holidays

All employees qualify for these benefits:

•      Paid Sick Time

• k) with up to 3% company match

•      Referral Program

•      Payactiv: pay-on-demand — cash out earned money when and where you need it

Candidates must disclose any current or future need for employment-based immigration sponsorship (including, but not limited to, OPT, STEM OPT, or visa sponsorship) before an offer of employment is extended.

Ennoble Care is an Equal Opportunity Employer, committed to hiring the best team possible, and does not discriminate against protected characteristics including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.