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Call Center Operations Manager Jobs in Rialto, CA

The Bugman

Call Center Manager

Anaheim, CA · On-site

$65K - $85K/yr

Position Overview We are seeking an experienced and motivated Call Center Manager to lead and oversee our customer service operations. This role is responsible for managing the day to day activities ...

the bugman

Call Center Manager

Anaheim, CA

$65K - $85K/yr

Position Overview We are seeking an experienced and motivated Call Center Manager to lead and oversee our customer service operations. This role is responsible for managing the day to day activities ...

the bugman

Call Center Manager

Anaheim, CA · On-site

$65K/yr

Position Overview We are seeking an experienced and motivated Call Center Manager to lead and oversee our customer service operations. This role is responsible for managing the day to day activities ...

the bugman

Call Center Manager

Anaheim, CA · On-site

Position Overview We are seeking an experienced and motivated Call Center Manager to lead and oversee our customer service operations. This role is responsible for managing the day to day activities ...

Select Source Sales

Call Center Manager

Corona, CA · On-site

$35 - $45/hr

The Call Center Manager oversees a team of 5-10 members, primarily managing outbound and mixed inbound/outbound calls. Reporting directly to Senior Management, this role ensures efficient team ...

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Call Center Operations Manager information

See Rialto, CA salary details

$31.6K

$73.9K

$135.9K

How much do call center operations manager jobs pay per year?

As of Aug 12, 2026, the average yearly pay for call center operations manager in Rialto, CA is $73,892.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,600.00 and $91,300.00 per year, depending on experience, location, and employer.

What are some common challenges faced by call center operations managers, and how can they be addressed?

Call Center Operations Managers often face challenges such as high employee turnover, maintaining consistent service quality, and adapting to fluctuating call volumes. To address these, it's important to focus on robust training programs, establish clear performance metrics, and foster a positive team culture. Leveraging technology for real-time monitoring and workforce management can also help streamline operations and improve both agent and customer satisfaction. Proactive communication with team members and continuous process improvement are key strategies for success in this role.

What is the difference between Call Center Operations Manager vs Call Center Supervisor?

AspectCall Center Operations ManagerCall Center Supervisor
ResponsibilitiesOversees overall call center operations, strategic planning, and team managementManages daily team activities, monitors performance, and handles escalations
Required CredentialsBachelor's degree, experience in call center management, leadership skillsHigh school diploma or equivalent, experience in customer service, team supervision
Work EnvironmentOffice-based, strategic meetings, cross-department collaborationOffice or call center floor, direct team supervision
Industry UsageCommon in large call centers, BPOs, and corporate customer serviceFound in smaller call centers, retail, and service industries

The Call Center Operations Manager focuses on strategic oversight and overall performance, while the Call Center Supervisor handles daily team management and immediate customer service issues. Both roles are essential but differ in scope and responsibilities.

What does a call center operations manager do?

A Call Center Operations Manager oversees the daily operations of a call center to ensure high performance and customer satisfaction. They manage staff, implement policies, monitor key metrics, and work to improve efficiency and service quality. Their responsibilities include training employees, handling escalated issues, and ensuring compliance with company standards. Ultimately, they play a crucial role in achieving organizational goals by optimizing call center processes.

What are the key skills and qualifications needed to thrive as a call center operations manager?

To thrive as a Call Center Operations Manager, you need strong leadership, analytical, and process optimization skills, often backed by a degree in business or management and relevant call center experience. Familiarity with workforce management software, CRM systems, and quality assurance tools is typically required. Exceptional communication, conflict resolution, and motivational abilities help drive team performance and maintain staff engagement. These qualities are essential for ensuring operational efficiency, high customer satisfaction, and the achievement of organizational targets.
What are popular job titles related to Call Center Operations Manager jobs in Rialto, CA? For Call Center Operations Manager jobs in Rialto, CA, the most frequently searched job titles are:
What job categories do people searching Call Center Operations Manager jobs in Rialto, CA look for? The top searched job categories for Call Center Operations Manager jobs in Rialto, CA are:
What cities near Rialto, CA are hiring for Call Center Operations Manager jobs? Cities near Rialto, CA with the most Call Center Operations Manager job openings:
Call Center Operations Manager jobs near you
Infographic showing various Call Center Operations Manager job openings in Rialto, CA as of August 2026, with employment types broken down into 84% Full Time, 13% Part Time, 1% Temporary, and 2% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $73,892 per year, or $35.5 per hour.

Operations - Call Center Manager

Unicare Health, LLC

Ontario, CA • On-site

$28 - $30/hr

Full-time

Posted 13 days ago

Job description

Job Summary
The Call Center Manager is responsible for the overall leadership, administration, and daily operations of the centralized Call Center's agents, patient care coordinators, medical records, and referral department for Unicare Community Health Center. This position ensures patients receive timely, professional, and high-quality service while supporting efficient appointment scheduling, patient access, and communication across all clinic locations.
The Call Center Manager plans, organizes, directs, and evaluates all call center activities, including staffing, scheduling, quality assurance, employee performance, training, workflow development, and continuous process improvement. The Manager collaborates closely with Clinical Operations, Revenue Cycle, Information Technology, Quality Improvement, and other departments to improve patient access and achieve organizational goals.
Duties/Responsibilities:
The following reflects management's definition of essential functions for this job but does not restrict the task that may be assigned Management may assign or reassign duties and responsibilities to this job at any time with reasonable accommodation.
  • Plan, organize, direct, and oversee the daily operations of the centralized Call Center's agents, patient care coordinators, medical records, referral department to ensure efficient service delivery, timely access to care, and exceptional patient experiences.
  • Collaborate with clinical, operational, and administrative departments to implement new technologies, improve workflows, support strategic initiatives, and enhance operational efficiency and patient access.
  • Ensure compliance with HIPAA, patient confidentiality requirements, organizational policies, and all applicable federal and state regulations while maintaining current knowledge of healthcare requirements affecting patient access and scheduling.
  • Oversee patient access operations to ensure timely and accurate appointment scheduling, efficient call handling, accurate patient information, and patient-centered workflows that improve access to care and minimize appointment delays.
  • Develop and oversee quality assurance and performance improvement programs by monitoring call quality, conducting audits, reviewing recorded calls, coaching staff, administering corrective action, and ensuring compliance with organizational customer service standards.
  • Establish and monitor key performance indicators (KPIs), prepare operational reports and dashboards, analyze performance trends, and implement strategies to improve efficiency, productivity, service quality, and patient satisfaction.
  • Develop and administer onboarding, training, and continuing education programs to ensure employees understand scheduling protocols, organizational policies, compliance requirements, and customer service expectations while supporting ongoing professional development.
  • Demonstrate effective leadership skills through critical thinking, conflict management, negotiation, motivation, personnel development, time management, data analysis, and preparation of operational reports.
  • Conduct regular staff meetings to communicate goals, review performance, address operational concerns, and promote collaboration and teamwork.
  • Collect, analyze, and report operational and performance data to support decision-making, identify trends, and drive continuous improvement initiatives.
  • Ensure appropriate staffing coverage by maintaining trained personnel resources, adjusting schedules as needed, and supporting operations during staffing shortages or increased demand.
  • Maintain and update departmental policies, procedures, and workflow documentation to support operational consistency, compliance, and quality service delivery.
  • Other duties as assigned.

Non- Essential Functions
  • As directed by the Executive Vice President, performs other related and/or necessary task to achieve organizational and programmatic goals and objectives.

Professional Requirements
  • Adhere to dress code, appearance is neat and clean.
  • Maintain confidentiality at all times.
  • Report to work on time and as scheduled as attendance and punctuality is necessary.
  • Ability to work well with a multidisciplinary team.
  • Ability to problem solve and be self-motivated.
  • Must have reliable transportation.

Qualifications
  • High School Diploma or GED required.
  • Bachelor's degree in healthcare administration, Business Administration, public health, management, or a related field required.
  • Master's degree preferred.
  • Minimum five (5) years of progressive call center leadership experience.
  • Minimum three (3) years managing a healthcare or medical call center preferred.
  • Experience supervising multiple employees and managing performance.
  • Experience developing workflows, policies, and operational procedures.
  • Experience in a Federally Qualified Health Center (FQHC) preferred.
  • Lean, Six Sigma, or quality improvement experience preferred.
  • Bilingual in English/Spanish required.

Knowledge, Skills and Abilities
  • Knowledge of HIPAA, patient confidentiality requirements, healthcare regulations, and organizational compliance standards.
  • Knowledge of healthcare patient access operations, scheduling workflows, referral processes, and authorization processes.
  • Knowledge of call center operations, workforce management principles, service level expectations, and performance metrics.
  • Knowledge of quality assurance processes, performance improvement strategies, and customer service standards.
  • Knowledge of Electronic Health Record (EHR) systems (eClinicalWorks, Epic, NextGen, or similar platforms).
  • Knowledge of Microsoft Office Suite applications, including Word, Excel, PowerPoint, and Outlook.
  • Knowledge of healthcare policies, procedures, and regulatory requirements affecting patient access and scheduling.
  • Strong leadership, supervisory, and staff development skills.
  • Excellent verbal and written communication skills.
  • Strong customer service, relationship-building, and conflict resolution skills.
  • Proficiency in analyzing operational data, identifying trends, and developing performance improvement strategies.
  • Ability to recommend and implement technology, workflow, and process improvements to enhance efficiency.
  • Strong organizational, problem-solving, and decision-making skills.
  • Proficiency with Microsoft Office Suite, including advanced Excel skills for reporting and data analysis.
  • Ability to manage multiple priorities and operational demands in a fast-paced healthcare environment.
  • Ability to lead, coach, mentor, and develop high-performing teams.
  • Ability to establish performance expectations, monitor outcomes, and support continuous improvement.
  • Ability to maintain high patient satisfaction and promote a patient-centered service culture.
  • Ability to achieve and maintain call center service level goals, including improved response times, reduced abandoned calls, and improved scheduling efficiency.
  • Ability to foster a positive, professional, accountable, and collaborative work environment.
  • Ability to ensure compliance with organizational policies, procedures, and regulatory requirements

Physical Requirements and Environmental Conditions
  • Position requires reaching, sitting down for long periods of time, walking, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing.
  • Ability to do math, organize and prioritize workload, work effectively and efficiently under stress.
  • Ability to supervise, multitask, understand and follow instructions.
  • Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the position.

Working Conditions
  • Non-Ionizing Radiation (microwaves)
  • Hazardous Exposure (chemical [E.G. Latex] and infectious)
  • While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles
  • The noise level in the work environment is usually moderate
  • Ionizing Radiation (X-ray, Radioactive Isotopes)

Work Schedule
  • You will generally be scheduled to work each day Monday through Friday, with starting times each day varying between 8:00 a.m. and 9:00 a.m. and ending time between 5:00 p.m. and 6:00 p.m., as required to meet the operational needs of the company.

You will need to travel to other clinic locations as needed for cross coverage support.
Our Mission
The mission of Unicare is to be a community health care organization that treats everyone with dignity, respect and cultural sensitivity to help create an environment in which all can prosper.

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