PDMI is always looking for talented individuals like you to join our team. Nearly half of our over 125 member staff have IT degrees and PDMI is proud to call Youngstown, Ohio our home. Full-time positions include competitive salaries, full benefits, 401(k), paid vacations and holidays. View all our open opportunities or use the search tool below.

Call Center Operations Manager

  • Poland, Ohio
  • Job Title: Call Center Operations Manager

    Department: Clinical Operations

    Reports to: Senior Clinical Pharmacist

    FLSA Classification: Exempt

    General Description:

    The Call Center Operations Manager monitors call center system performance, identifies and resolves issues, completes systems audits and analysis, manages system and process improvement, and quality assurance. Provides information regarding call center metrics by utilizing reports and assessing KPIs.

    Qualifications Requirement:

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    • Ability to demonstrate, understand and apply our workplace mission, vision and values.
    • Assess service levels, track operational efficiencies and streamline processes to ensure requirements are met in a cost-effective manner.
    • Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
    • Demonstrated ability in evaluating department structure and executing changes as necessary.
    • Establish and implement strategic plans for department growth and success.
    • Summarize, collect and analyze call center trends and data for regular performance reports for internal and client use.
    • Maintain department policies and procedures and establish procedures for process improvements when necessary.
    • Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
    • Direct workforce management through forecasting and analysis of metrics and volume trends.
    • Establish a high standard for productivity, quality, customer service as well as define user guidelines.
    • Develop company systems for customer interaction and voice response and control the implementation process.
    • Manage and improve center performance through performance monitoring, individual performance KPIs, problem resolution, system audits and quality assurance measures.

    Work & Education Experience Requirements:

    • Bachelor’s degree preferred
    • 3+ years of operational management experience
    • Ability to develop a unique understanding of PDMI brand, products, and services
    • Excellent Microsoft Office skills, including Outlook, Teams, Excel, and Word

    Supervisory/Leadership Responsibilities:

    This position is responsible for helping to lead the Call Center team by fostering an employee-oriented company culture that emphasizes quality, continuous improvement, employee retention and development and high performance. 

    Language Skills:

    • Ability to read and interpret documents. Ability to write routine reports and correspondence. Ability to speak effectively and persuasively before others.

    Reasoning Skills:

    • Ability to apply basic concepts. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

    Other Skills & Abilities:

    • Ability to establish and maintain effective working relationships with employees, businesses and community. Ability to communicate clearly and concisely both in oral and written form. Ability to perform duties with awareness and in accordance with PDMI's policies. 

    Physical Demands & Work Environment:

    PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is frequently required to remain in a stationary position for extended periods of time to operate a computer. The employee needs to occasionally move about the office to access office machinery such as copy machine and printer. The employee is regularly required to communicate to express oneself and exchange information.

    WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee regularly works inside. The noise level in the office environment is usually quiet to moderate. The employee may be asked to work irregular work hours while performing the duties of this job.

    Telecommuting for this role may be permitted on an intermittent basis determined by business needs and in accordance with our Telecommuting Guidelines and Policy.

    The information contained in this job description is for compliance with the American with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties may be assigned or reassigned at any time. This job description is subject to change at any time.