Call Center Manager
Location: Los Angeles, CA • Department: Management • Reports To: Director of Global Healthcare Operations • Employment Type: Full-Time • FLSA Status: Exempt • Travel: Regular local travel between clinic locations may be required.
About the role
The Call Center Manager is responsible for the overall planning, coordination, performance, and operational effectiveness of the call center. This position oversees daily call center activities, systems, processes, staffing, quality assurance, and customer service standards while ensuring that established productivity and performance expectations are consistently achieved. The Call Center Manager will lead and support VA staff, develop and implement strategies to improve call center performance, monitor key performance indicators, and identify opportunities to improve efficiency, call handling, accuracy, responsiveness, and overall customer satisfaction. This position works closely with Operations, Clinic Management, Human Resources, and other departments to ensure that call center activities effectively support the organization's operational and patient-service needs.
Responsibilities
- Oversee the day-to-day operations and workflow of the call center.
- Establish objectives, priorities, procedures, and performance expectations for call center activities.
- Ensure call center systems, processes, and workflows are functioning effectively and efficiently.
- Monitor call volume, staffing levels, call wait times, abandonment rates, response times, accuracy, productivity, and other applicable performance indicators.
- Identify operational inefficiencies and implement process improvements to improve productivity and service quality.
- Develop and maintain procedures for telephone handling, ordering, scheduling, communication,