Now Hiring: Interim Call Center Manager – Join a Growing, High-Impact Practice with Benefits Included!

About the role

If you thrive in a fast-paced, team-oriented environment where communication, problem-solving, and multitasking make a real impact, this is the role for you! Step into a key position supporting smooth, high-performing call center operations where your work truly matters—while enjoying a strong benefits package as part of a growing, high-impact practice.

This role is classified as interim and will continue until organizational needs change or leadership determines otherwise.

Responsibilities

• Provide support for phone-related issues and oversee day-to-day call center operations, with an emphasis on improving quality assurance, auditing processes, and customer experience
• Develop and implement goals and strategies to improve call center performance and operational efficiency
• Plan and allocate resources effectively to maximize productivity across personnel, systems, and technology
• Collect, analyze, audit, and report on call center performance metrics and operational data
• Monitor key performance indicators (KPIs), including call handling time, accuracy, customer satisfaction, service levels, and audit results
• Train virtual assistant (VA) personnel to maintain high service standards and compliance
• Audit call performance for all virtual assistants (VAs) and clinic personnel to ensure performance metrics and goals are consistently met, phones remain available, and calls are answered in a timely manner
• Evaluate, audit, and improve call handling procedures, workflows, and customer interaction processes
• Prepare and present performance and audit reports to senior leadership and relevant departments
• Identify operational gaps and implement both short-term and long-term process improvements
• Ensure compliance with company policies, procedures, customer service standards, and internal audit requirements
• Manage multiple call queues efficiently by prioritizing excellent patient service
• Other duties as assigned

Requirements

• Proven experience as a Call Center Manager or in a similar leadership role
• Strong background in customer service operations
• Knowledge of performance management, KPIs, and customer service metrics
• Experience with budgeting, reporting, and basic financial analysis (cost-effectiveness, cost-benefit analysis)
• Proficiency in Microsoft Office and call center systems/software platforms
• Strong communication, leadership, and interpersonal skills
• Excellent organizational skills with strong problem-solving abilities
• Ability to remain patient, professional, and positive under pressure
• High school diploma or equivalent required; additional education in business or related field preferred
• Certification such as Certified Call Center Manager (CCCM) or equivalent is a plus

Physical Demands

• Sit for long periods at a time
• Use hands and fingers in repetitive motions, daily
• Ability to lift, push, pull up to 20 lbs. periodically
• Must be able to travel to clinic locations or sites as needed
• Must have reliable transportation

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay

Salary: $70,304 annually

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with Employer Match
• Paid Time Off (PTO) + Sick Time
• Ancillary benefits including Pet Insurance and Accidental & Critical Illness Coverage