Job Description

Call Center Manager

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.

Call Center Operations & Performance

• 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, escalation, and other applicable call center functions.
• Ensure call center operations remain aligned with organizational policies, procedures, and service standards.
• Monitor daily, weekly, and monthly performance against established goals and expectations.
• Collaborate with leadership to establish measurable departmental objectives and performance targets.
• Identify operational risks, recurring issues, and service gaps and take appropriate action to address them.

Staff Leadership & Development

• Supervise, lead, and support VA call center personnel.
• Participate in the hiring, onboarding, training, coaching, and development of call center staff.
• Establish clear performance expectations and provide ongoing feedback regarding productivity, quality, attendance, customer service, and adherence to procedures.
• Conduct performance evaluations and address performance concerns in partnership with Human Resources and department leadership, as appropriate.
• Identify training opportunities and coordinate additional coaching or education when performance gaps are identified.
• Develop staffing strategies to ensure appropriate coverage based on call volume and operational needs.
• Promote accountability, professionalism, teamwork, and consistent adherence to call center procedures.
• Recognize strong performance and provide appropriate support and direction when expectations are not being met.

Quality Assurance & Customer Experience

• Develop and maintain quality assurance standards for call center interactions.
• Monitor and evaluate calls and other customer interactions to assess accuracy, professionalism, communication, and adherence to established procedures.
• Identify trends and recurring issues affecting service quality or customer satisfaction.
• Develop and implement corrective and improvement strategies based on quality assurance findings.
• Ensure staff consistently provide professional, courteous, accurate, and timely customer service.
• Monitor customer service metrics and identify opportunities to improve the overall customer experience.
• Partner with appropriate departments to resolve recurring service concerns and improve communication between the call center and clinic teams.
• Maintain consistent standards for telephone etiquette, information accuracy, documentation, escalation, and issue resolution.

Reporting, Metrics & Analysis

• Collect, maintain, and analyze call center performance data and operational statistics.
• Monitor key performance indicators, including call volume, answer rates, wait times, abandonment rates, productivity, accuracy, quality assurance scores, and customer service metrics.
• Prepare daily, weekly, monthly, and ad hoc reports for leadership and applicable departments.
• Analyze trends and performance data to identify opportunities for operational improvement.
• Provide leadership with actionable information regarding staffing, productivity, quality, customer service, and operational concerns.
• Maintain accurate departmental records, reports, performance documentation, and other applicable call center data.
• Establish and maintain systems for tracking performance against departmental goals and objectives.

Resource Planning & Budget Management

• Conduct effective resource planning to maximize the productivity and efficiency of people, technology, and other call center resources.
• Evaluate staffing requirements based on call volume, business needs, and departmental objectives.
• Monitor department expenses and assist with budgeting and financial planning.
• Track applicable call center expenditures and identify opportunities for cost efficiency.
• Evaluate the cost-effectiveness of processes, systems, staffing models, and other operational resources.
• Partner with leadership to identify resource needs and make recommendations regarding staffing, technology, equipment, and operational improvements.

Systems, Technology & Process Improvement

• Monitor call center technology, telephone systems, software, and other tools used to support daily operations.
• Identify system or technology issues that may affect productivity, service quality, or customer experience and coordinate appropriate follow-up.
• Partner with internal teams and applicable vendors to support system functionality and resolution of operational issues.
• Evaluate existing processes and recommend technology, workflow, or procedural improvements.
• Support implementation of new call center systems, processes, and technologies as needed.
• Ensure staff receive appropriate training regarding systems, software, and updated procedures.
• Maintain awareness of system capabilities and identify opportunities to improve efficiency through available technology.

Communication & Accountability

• Maintain consistent communication with Senior Operations leadership regarding call center performance, staffing, quality, operational concerns, and improvement initiatives.
• Communicate significant issues, performance concerns, system interruptions, staffing challenges, and anticipated barriers in a timely manner.
• Collaborate with Clinic Managers, Operations, Human Resources, and other departments to resolve issues affecting patient and customer service.
• Ensure assigned initiatives and improvement projects are followed through from implementation to completion.
• Escalate unresolved operational concerns appropriately when additional support or intervention is required.
• Maintain accountability for departmental goals, performance metrics, service standards, and operational outcomes.
• Promote a professional, respectful, and solutions-oriented work environment.

Qualifications & Experience

• 3+ years of call center management, call center operations, customer service management, or related leadership experience.
• Experience managing remote, virtual, or VA-based teams strongly preferred.
• Healthcare, medical office, patient services, or similar regulated-environment experience preferred.
• Demonstrated experience managing call center performance, productivity, quality assurance, and customer service metrics.
• Experience developing and implementing operational procedures and process improvements.
• Strong understanding of performance evaluation, quality assurance, customer service standards, and call center metrics.
• Experience with reporting, budgeting, resource planning, and basic financial analysis.
• Demonstrated ability to analyze operational data and use findings to improve performance and efficiency.
• Proficiency with Microsoft Office and call center technology, telephone systems, reporting tools, and related software.
• Strong organizational, prioritization, problem-solving, and project-management skills.
• Excellent written and verbal communication skills.
• Strong leadership, coaching, and interpersonal skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Ability to establish accountability while maintaining a professional and supportive work environment.
• Ability to work independently while effectively collaborating with leadership and cross-functional departments.
• High school diploma or equivalent required; bachelor's degree in business administration, healthcare administration, communications, management, or a related discipline preferred.
• Call center management certification or equivalent professional qualification is a plus.
• Bilingual English/Spanish is a plus but not required.

Physical Demands

The physical demands described below are representative of those required to perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

The employee may be required to:

• Sit, stand, and walk for varying periods throughout the workday.

Job Tags

Similar Jobs