Call Center Manager

The Call Center Manager oversees the daily operations of the call center to ensure exceptional service delivery, efficient workflow, and team productivity. This role is responsible for leading and motivating customer service representatives, optimizing performance metrics (KPIs), implementing process improvements, and ensuring compliance with company policies, quality standards, and applicable regulations. 

• Supervise daily call center operations, including inbound and outbound customer interactions across multiple communication channels (phone, email, chat, etc.).
• Develop, monitor, and report on key performance indicators (KPIs) such as call volume, service levels, average handle time, customer satisfaction, and first-call resolution.
• Recruit, train, coach, and evaluate call center staff to ensure professional growth and consistent service delivery.
• Implement performance management plans, including feedback sessions, recognition programs, and corrective action when necessary.
• Analyze call center data and prepare regular operational and performance reports for senior management.
• Collaborate with IT, HR, and other departments to improve systems, processes, and customer experience.
• Ensure compliance with privacy, data protection, and industry regulations (e.g., HIPAA, TCPA, or other applicable standards). 
• Manage call center budget, including staffing, technology, and operational costs.
• Develop and maintain standard operating procedures (SOPs) and ensure staff adherence to all policies.
• Drive continuous improvement initiatives through automation, workflow optimization, and training enhancements.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager.  
• Reacts positively to change and performs other duties as assigned.

• Bachelor’s degree in Business Administration, Management, Communications, or a related field (or equivalent experience).
• 5+ years of experience in a call center or customer service leadership role, with at least 2 years in management.
• Proven track record of achieving performance goals in a fast-paced service environment.
• Strong leadership, coaching, and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in call center software, CRM platforms, and Microsoft Office Suite.
• Exceptional communication skills—both written and verbal.
• Ability to manage multiple priorities, deadlines, and initiatives simultaneously.
• Excellent interpersonal, oral, and written communication skills.
• Must be detail oriented and self-motivated.
• Excellent customer service skills.
• Anticipate needs in a proactive manner to increase satisfaction.
• The Company reserves the right to modify any bonus/commission structure prospectively at any time for any reason. A bonus/commission is not considered earned until it is paid, and the employee remains with the Company at the time of payment
• Take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems.

Preferred Skills:

• Experience with workforce management tools and call routing systems.
• Familiarity with regulatory environments (e.g., healthcare, insurance, or financial services).
• Bilingual abilities a plus.