**Description**

The **On-Site Call Center Operations Manager** provides oversight of all Call Center services, serving as an escalation point for specified cases and staff concerns.

**This role:**

+ Leads, directs, and manages a team of Call Center Supervisors while ensuring operational effectiveness across the Call Center
+ Monitors compliance with referral processes, warm handoffs, electronic case management system reporting requirements, and all applicable security and safeguarding procedures and directives.
+ Reviews and provides feedback on Call Center Service Level Agreements (SLAs) as well as call and chat performance metrics to ensure adherence to established standards and continuous service improvement.

**Job Responsibilities**

+ Provide operational oversight of all Call Center services to ensure effective, compliant, and high-quality service delivery.
+ Serve as the primary escalation point for at-risk cases, complex sit...