About this role
At Atlantic Health, our promise to our communities is; Anyone who enters one of our facilities will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 22,000 team members. Headquarters in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include:
- Atlantic Health Morristown Medical Center, Morristown, NJ
- Atlantic Health Overlook Medical Center, Summit, NJ
- Atlantic Health Newton Medical Center, Newton, NJ
- Atlantic Health Chilton Medical Center, Pompton Plains, NJ
- Atlantic Health Hackettstown Medical Center, Hackettstown, NJ
- Atlantic Health Goryeb Children's Hospital, Morristown, NJ
- Atlantic Health CentraState Healthcare System, Freehold, NJ
- Atlantic Medical Group
- Atlantic Visiting Nurse
- Atlantic Mobile Health
- Atlantic Rehabilitation
We have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group.
We have received awards and recognition for the services we have provided to our patients, team members and communities. Below are just a few of our accolades:
- Chosen for 17 years by Fortune as one of the magazine’s “100 Best Companies to Work For."
- Atlantic Health Morristown and Atlantic Health Overlook Named by Newsweek as two of the “World’s Best Hospitals” in 2026.
- Atlantic Health Morristown and Atlantic Health Overlook ranked within the top three hospitals in New Jersey by U.S. News & World Report’s 2025-2026 Best Hospital rankings.
- Atlantic Health scored four “A” grades by The Leapfrog Group in its Fall 2025 Hospital Safety Grades, performance measures reflecting errors, accidents, injuries and injections, as well as systems hospitals have in place to prevent harm.
- Atlantic Health Morristown and Atlantic Health Overlook are New Jersey's only hospitals to be named among America's 50 Best hospitals by Healthgrades in 2026.
- Named by Becker's Healthcare as one of the "165 Top Places to Work in Healthcare – 2026.
- Atlantic Health Morristown, Atlantic Health Overlook, Atlantic Health Chilton and Atlantic Health Newton all Forbes Top Hospitals for 2026.
- Named by Newsweek as one of America’s Greatest Workplaces for Inclusion & Diversity 2025.
- Atlantic Health rated LEVEL 9 - 2025 CHIME Digital Health Most Wired.
Atlantic Health offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:
Team Member Benefits
- Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
- Life & AD&D Insurance.
- Short-Term and Long-Term Disability (with options to supplement)
- 403(b) Retirement Plan: Employer match, additional non-elective contribution
- PTO & Paid Sick Leave
- Tuition Assistance, Advancement & Academic Advising
- Parental, Adoption, Surrogacy Leave
- Backup and On-Site Childcare
- Well-Being Rewards
- Employee Assistance Program (EAP)
- Fertility Benefits, Healthy Pregnancy Program
- Flexible Spending & Commuter Accounts
- Pet, Home & Auto, Identity Theft and Legal Insurance
Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.
EEO STATEMENT
Atlantic Health, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran
The Senior Manager, Call Center Operations is responsible for leading the strategic vision, operational performance, growth, and transformation of the Contact Center. The Senior Manager will oversee and develop operational roadmaps that support patient access goals, service expansion, digital innovation, improve the patient experience, increase efficiency and workforce optimization.
Responsibilities include, but are not limited to:
- Developing and executing strategic initiatives that support growth and expansion of a centralized, enterprise-wide contact center model.
- Driving digital transformation efforts through implementation of omnichannel engagement strategies including voice, chat, text, self-service, AI-powered virtual assistants and automation technologies.
- Providing executive oversight of workforce management functions including forecasting, scheduling, capacity planning, staffing optimization and real-time operational performance.
- Managing large-scale operational and technology projects including vendor implementations, workflow redesigns, system upgrades and enterprise service expansion initiatives.
- Cultivating a high-performance department focused on accountability, continuous improvement, innovation, employee engagement, and exceptional patient experiences.
- Developing and implementing policies, procedures, governance structures that standardize operations across centralized functions.
- Overseeing client, vendor and stakeholder relationships while ensuring alignment of operational priorities across departments.
- Troubleshooting and supporting telephony, NICE Cxone, workforce management and contact center technology issues.
PRINCIPAL ACCOUNTABILITIES
- Oversee KPIs and utilizes trend data to refine workflows and implement process improvements. Reviews and understands all available reporting sources, using these reports to compile and present action plans and updates in meetings. Provides timely updates to Pre-Services Director in efforts to improve or sustain performance.
- Continuously engages in leading and inspiring the team in developing, standardizing and documenting best practices in the performance of all duties and responsibilities.
- Evaluates opportunities to expand contact center services and operational support across additional departments, service lines and business units.
- Directs the adoption and integration of contact center platforms, Workforce management systems and AI/automation tools.
- Monitors channel performance and patient engagement trends to identify opportunities that improve access, efficiency and patient satisfaction.
- Supports end-to-end workforce planning and real-time management for Contact Center volumes. Responsible for forecasting, scheduling, queue management, and intraday performance monitoring to ensure service level targets are consistently met.
- Collaborates with the Training Team in developing continuous quality improvement training strategies, workflows, and audit measures.
- Participates in operational meetings, internally with Managers, Supervisors and/or with leadership. Attends meetings prepared to provide detailed analysis or planning related to subject matter.
- Responsible for managing all aspects of the business relationship with clients and prospective clients, ensuring positive and collaborative relationships with all clients. Represents department in external meetings as needed.
- Effectively and independently works on multiple projects, including the management of projects impacting the Call Center (vendor management, technical go-lives, process optimizations, etc.). Drives and track adherence to milestones, deliverables, and timelines for each project.
- Partners with various ancillary departments such as IT and Marketing to ensure operational alignment.
- Subject matter expert for program policies and related system functionality. Maintains extensive knowledge of all service lines, systems, and processes.
- Stays abreast of industry and business trends to proactively identify impacts to current processes and improve overall efficiency.
- Performs other duties as assigned by Senior leadership.
Requirements
- 1. Education: Bachelor’s degree or 5 additional years of relevant work experience required.
- 2. Experience:
- 3. A minimum of three years (seven years without BA/BS degree) of related leadership/project/KPI management experience required.
- 4. Previous experience in quality improvement, client or project management within a health care setting preferred.
- 5. Experience with leading, facilitating project teams and coordinating with external departments and cross-departmental workflows.
- 6. Details knowledge and operational experience with complex telephony switch systems- hard wire and VoIP inclusive of ACD functionality, design, and deployment.
- 7. Experience managing teams of 25+ employees, with emphasis on supervisory experience in Patient Access (call center, registration, pre-certification/authorization).
- 8. Experience with Workforce management tools, data analytics and contact center metrics. (AHT, shrinkage, SLA, ASA, occupancy)