SRC Operation Manager

About Us

Activated Insights, a SaaS leader in the post-acute and long-term care market, is seeking an SRC Operations Manager with software sales experience and a proven track record of exceeding sales quotas. Founded in 2008, Activated Insights has grown to over 250 team members, serving more than 12,000 sites of care and impacting millions of patients, clients, and residents.

Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.

What Sets Activated Insights Apart:

• We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long- term care to address the fastest growing segment of the US population.
• Backed by a private investment firm with 40 years of experience forging lasting partnerships across the healthcare industry.
• Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.
• A high performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.

About the Role

The SRC Operations Manager plays a vital role in supporting the day-to-day operational effectiveness of the Satisfaction Research Center. This position owns workforce planning and scheduling, timekeeping and payroll administration, mail operations, KPI reporting, systems coordination, and operational process improvement.

In this role, you will help ensure that staffing, systems, and processes support the accurate and timely completion of surveys while identifying opportunities to improve productivity, quality, and cost efficiency across both call centers.

The SRC Operations Manager partners closely with SRC leadership, Talent, Finance, and IT and serves as the primary operational point of contact for workforce- and system-related issues across the SRC. This is an individual contributor role with functional responsibility for SRC operational processes and workforce administration. Responsibilities may evolve as business priorities change.

What You’ll Do

Mail Process Management

• Own inbound and outbound mail processes for locations where surveys are mailed directly rather than routed through a third party, ensuring accuracy and timeliness.
• Manage the mail-house vendor relationship, including vendor performance, service levels, issue resolution, and overall cost management.

Scheduling and Workforce Management

• Maintain team schedules, including schedule-change requests and floor-lead schedules.
• Ensure terminated employees are promptly removed from active schedules and workforce-tracking systems.
• Forecast monthly headcount needs and communicate staffing gaps to the Director of SRC and Talent Supervisor.
• Manage day-to-day timekeeping in Paycom, including reviewing punch corrections and time-off requests.
• Conduct recurring audits comparing Paycom and Vicidial data to identify overtime, timecard, and call-avoidance concerns.
• Review and approve biweekly timecards while monitoring part-time employees’ hours to ensure they remain within established scheduling limits.

KPI and Performance Reporting

• Maintain accurate daily, weekly, and monthly operational KPI dashboards.
• Monitor operational trends and identify areas requiring additional attention or improvement.
• Identify and drive process-improvement and cost-reduction initiatives across both call centers in partnership with the Director of SRC.

IT and Systems Collaboration

• Partner with IT to support the reliability of Vicidial, phone and dialer infrastructure, and data pipelines between the offshore call center and Connect.
• Serve as the day-to-day operational point of contact for system issues affecting SRC workflows.
• Communicate system concerns clearly, coordinate troubleshooting efforts, and track issues through resolution.
• Identify recurring system or process issues and recommend sustainable improvements.

Qualifications

What Sets You Apart

Skills Needed:

• Strong organizational and time-management skills, with the ability to manage multiple daily, weekly, and monthly responsibilities.
• Strong attention to detail and a commitment to maintaining accurate workforce, payroll, and operational data.
• Strong problem-solving skills and a process-improvement mindset.
• Ability to analyze operational information, recognize trends, and recommend practical solutions.
• Ability to collaborate effectively with SRC leadership, IT, HR, Talent, Finance, and external vendors.
• Clear written and verbal communication skills.
• Ability to work independently and maintain ownership of recurring operational processes.

Experience and Qualifications:

• Experience in operations, workforce management, scheduling, timekeeping, payroll administration, or a related area.
• Proficiency with Paycom, Vicidial, and Microsoft Office Suite.
• Experience maintaining operational reports, dashboards, or performance metrics.
• Experience coordinating with technical teams to troubleshoot systems or operational workflows.
• Knowledge of Remark scanning software is preferred.
• Previous experience supporting a call center, survey operation, or similar high-volume environment is preferred.

Schedule:

• Full-time, 40 hours per week.
• Monday through Friday, with flexibility based on operational needs.

Work Location:

• Idaho Falls, ID.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Ability to perform repetitive computer-based work and regularly review operational reports and systems.
• Participation in multiple in-person or video meetings where camera use may be required.