[Hiring] Contact Center Support Services Manager @Sonova AG

Role Description

The Contact Center Support Services Manager is responsible for overseeing the Quality Assurance (QA) and Training functions within Patient Revenue Operations. This role ensures agents receive the coaching, training, tools, and support needed to deliver an exceptional patient experience while achieving operational and conversion goals.

The Contact Center Support Services Manager will lead a team focused on:

• Quality monitoring
• Onboarding
• Training
• Process improvement
• Knowledge management
• Performance development for both internal and outsourced call center teams

This position plays a critical role in supporting AudioNova's transformation initiatives, including:

• CRM enhancements
• AI-powered tools
• IVR
• IVA
• Omnichannel engagement
• Patient experience improvements

Qualifications

• Bachelor's degree or equivalent combination of education and experience
• 5+ years of call center, contact center, or customer service leadership experience
• 3+ years leading Quality Assurance, Training, Learning & Development, or Operational Excellence functions
• Strong experience with coaching, performance management, and employee development
• Experience developing training curriculum and quality programs
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills
• Advanced Microsoft Office skills, including Excel and PowerPoint

Requirements

• Bilingual in Spanish or French is a plus
• Experience in healthcare, hearing healthcare, patient access, scheduling, or customer care environments
• Experience supporting outsourced/BPO operations
• Experience with CRM systems such as Microsoft Dynamics, Salesforce, HubSpot, or similar platforms
• Experience with workforce management and analytics tools
• Knowledge of AI, Agent Assist, IVR, IVA, and omnichannel technologies

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Employee Assistance Program
• Career Development Opportunities
• Remote Work Environment