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

DescriptionIf 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.Job SummaryThe Interim Call Center Manager is responsible for overseeing the daily operations of the call center to ensure efficient system functionality, strong team performance across virtual assistants (VAs) and clinic staff, and a high level of customer satisfaction. This role focuses on maintaining operational excellence, achieving performance standards, and supporting continuous improvement initiatives within call center operations.The Interim Call Center Manager collaborates closely with leadership and cross-functional teams to ensure daily, weekly, and monthly performance goals are consistently achieved while enhancing quality assurance processes and the overall customer experience.Please note: This role is classified as interim and will continue until organizational needs change or leadership determines otherwise. Job Duties And ResponsibilitiesProvide support for phone-related issues and oversee day-to-day call center operations, with an emphasis on improving quality assurance, auditing processes, and customer experienceDevelop and implement goals and strategies to improve call center performance and operational efficiencyPlan and allocate resources effectively to maximize productivity across personnel, systems, and technologyCollect, analyze, audit, and report on call center performance metrics and operational dataMonitor key performance indicators (KPIs), including call handling time, accuracy, customer satisfaction, service levels, and audit resultsTrain virtual assistant (VA) personnel to maintain high service standards and complianceAudit 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 processesPrepare and present performance and audit reports to senior leadership and relevant departmentsIdentify operational gaps and implement both short-term and long-term process improvementsEnsure compliance with company policies, procedures, customer service standards, and internal audit requirementsManage multiple call queues efficiently by prioritizing excellent patient service. Other duties as assigned. Compensation and Benefits (YOU MATTER!): Salary: $70,304 annually + benefits!!!We offer a comprehensive benefits package designed to support your health, financial wellness, and work-life balance, including: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 and MORE!RequirementsQualifications and Experience:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are reflective of the knowledge, skill, and/or ability required.Proven experience as a Call Center Manager or in a similar leadership roleStrong background in customer service operationsKnowledge of performance management, KPIs, and customer service metricsExperience with budgeting, reporting, and basic financial analysis (cost-effectiveness, cost-benefit analysis)Proficiency in Microsoft Office and call center systems/software platformsStrong communication, leadership, and interpersonal skillsExcellent organizational skills with strong problem-solving abilitiesAbility to remain patient, professional, and positive under pressureHigh school diploma or equivalent required; additional education in business or related field preferredCertification such as Certified Call Center Manager (CCCM) or equivalent is a plusPhysical DemandsThe physical demands described here are representative of those that must be met by anemployee to successfully perform the essential functions of this job. Individual will be requiredToSit 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 toperform the essential functions.