Service Center Operations Consultant

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 RoleSchedule: On-site, Monday – Friday 8:30am to 5pm PSTFMLA: ExemptPeregrine 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 planningDevelop and track performance metrics such as call volume, wait times, resolution rates, and customer satisfactionIdentify trends and implement process improvements to increase efficiency and service qualityEstablish and maintain high standards for customer service, including call handling, response times, and follow-upEnsure accurate information delivery and proper routing to internal and external resourcesImplement quality assurance practices including call monitoring, coaching, and performance feedbackEvaluate and optimize call center and case management systemsPartner with internal teams and vendors to troubleshoot system issues and implement enhancementsEnsure team members are properly trained on systems, tools, and workflowsSupport workforce planning efforts to meet call volume demands, including use of temporary or contract staff as neededDevelop and implement onboarding and training programs to support team growth and scalabilityProvide coaching, feedback, and performance management support to supervisors and team leadsCollaborate with cross-functional teams to ensure alignment and accurate service deliverySupport reporting, planning, and continuous improvement initiativesEnsure compliance with internal policies and applicable regulationsPerform other duties as assignedQualifications: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 environmentDemonstrated success managing staff, workflows, and performance metricsStrong commitment to equity, accessibility, and high-quality community servicePreferred:Experience in nonprofit, social services, health, aging, disability, or community resource navigation settingsFamiliarity with call center platforms, CRM or case-management systems, and reporting toolsExperience implementing quality assurance and customer experience frameworksSchedule: Monday – Friday 8:30am to 5pm PST