Service Center Operations Consultant

Location: Remote

Peregrine Team is hiring a Service Center Operations Consultant to support a nonprofit organization based in Los Angeles, CA. This position is a full-time, contract role with full benefits and competitive pay.

About the Role

Schedule: On-site, Monday – Friday 8:30am to 5pm PST

FMLA: Exempt

Peregrine Team is seeking an experienced Service Center Operations Consultant to support a high-volume, fast-paced service center (call center/help line) environment. This role will focus on improving operational efficiency, enhancing customer experience, and strengthening overall team performance. The ideal candidate brings strong leadership experience in call center operations, a data-driven mindset, and a passion for optimizing processes and service delivery.

Key Responsibilities:

• Oversee daily service center operations, including staffing models, scheduling, and coverage planning
• Develop and track performance metrics such as call volume, wait times, resolution rates, and customer satisfaction
• Identify trends and implement process improvements to increase efficiency and service quality
• Establish and maintain high standards for customer service, including call handling, response times, and follow-up
• Ensure accurate information delivery and proper routing to internal and external resources
• Implement quality assurance practices including call monitoring, coaching, and performance feedback
• Evaluate and optimize call center and case management systems
• Partner with internal teams and vendors to troubleshoot system issues and implement enhancements
• Ensure team members are properly trained on systems, tools, and workflows
• Support workforce planning efforts to meet call volume demands, including use of temporary or contract staff as needed
• Develop and implement onboarding and training programs to support team growth and scalability
• Provide coaching, feedback, and performance management support to supervisors and team leads
• Collaborate with cross-functional teams to ensure alignment and accurate service delivery
• Support reporting, planning, and continuous improvement initiatives
• Ensure compliance with internal policies and applicable regulations
• Perform other duties as assigned

Qualifications:

• Bachelor’s degree in public administration, social services, nonprofit management, or a related field (or equivalent experience)
• Significant leadership experience in a call center, help line, customer service operation, or human services environment
• Demonstrated success managing staff, workflows, and performance metrics
• Strong commitment to equity, accessibility, and high-quality community service

Preferred:

• Experience in nonprofit, social services, health, aging, disability, or community resource navigation settings
• Familiarity with call center platforms, CRM or case-management systems, and reporting tools
• Experience implementing quality assurance and customer experience frameworks

Schedule: Monday – Friday 8:30am to 5pm PST