After Hours Call Center Manager

About the role

Express Employment International is seeking an experienced After-Hours Call Center Manager to lead our customer service operations during non-standard business hours, including evenings, overnights, weekends, and holidays. This role ensures consistent, high-quality communication with clients, healthcare associates, and internal teams outside of regular business hours. The ideal candidate will manage and coach a team of after-hours representatives, maintain strong service standards, and monitor key performance metrics to support reliable round-the-clock operations.

This is a hands-on leadership role requiring availability during core after-hours and on-call periods, including evenings, overnights, weekends, and holiday hours. Employees in this position are expected to work a four-day in-office schedule, with the flexibility to work remotely one day each week, based on business and department needs.

Responsibilities

• Lead, manage, and coach a team of after-hours call center staff, ensuring high-quality service, responsiveness, and accuracy
• Own day-to-day scheduling and coverage to maintain adequate staffing for early mornings, evenings, weekends, and holidays
• Serve as the point of escalation for urgent client and associate issues that arise outside normal business hours
• Apply and reinforce policies, procedures, and protocols to ensure compliance, consistency, and efficiency across after-hours operations
• Monitor and analyze call center metrics, including response times, total volume of activity, call resolution, and client satisfaction, and implement recommended improvements as needed
• Collaborate with daytime leadership teams to ensure seamless communication and handoffs between business hours and after-hours teams
• Participate in recruiting, onboarding, and training of after-hours call center staff
• Ensure proper documentation and follow-through on all issues, ensuring continuity of service and accountability
• Support special projects, process improvements, or emergency response protocols as assigned
• Work with Healthcare Leadership and Assistance Center Leadership teams to support expansion of after-hours coverage for functions such as recruitment and additional business lines

Requirements

• Bachelor’s degree in business, healthcare administration, or related field preferred
• Minimum three years of experience in customer service, call center management, or staffing operations, with at least 1 year in a leadership role in the last three years
• Hands-on, recent healthcare staffing experience in a staffing firm, hospital, or similar facility preferred

Skills

• Strong leadership, professional communication, and crisis management skills
• Proven ability to manage performance, coach teams, and drive accountability in a remote or shift-based environment
• Ability to type a minimum of 50 WPM
• Working knowledge of healthcare staffing industry best practices preferred
• Experience with scheduling platforms, multi-system workflows, and call center technology preferred
• Accuracy in work completed and ability to lead by example as a hands-on manager

Express Employment International values diverse backgrounds, perspectives, and talents. If you're excited about the role but don’t meet every requirement, we encourage you to apply.