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
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