CALL CENTER MANAGER JOB DESCRIPTION

A Call Center Manager runs the people, processes, and performance standards of an inbound or outbound contact center operation. The role owns agent staffing levels, SLA compliance, and the QA frameworks that determine whether service targets hold under volume pressure. Where most adjacent operations roles inherit a stable workflow, this one must also build it - writing SOPs, designing call handling procedures, and setting productivity benchmarks from scratch or rebuilding them when performance erodes. In multi-site or outsourced environments, the Call Center Manager extends that accountability across vendor relationships and Partner Centers.

As the Call Center Manager, you are accountable for day-to-day contact center performance, translating service level targets into staffing plans, QA programs, and coaching workflows that keep agent output and client satisfaction aligned. You report into senior operations leadership and collaborate directly with HR, Product, Marketing, and technology teams to resolve process gaps, lead capacity planning, and execute operational improvements across the full agent workforce.

Career Impact: Managing a contact center operation with direct budget ownership and QA accountability builds the operational leadership credentials that distinguish candidates for Director-level roles in customer operations.

Business Impact: When SLA compliance and agent performance slip, client retention and reservation revenue are the first casualties - this role is the mechanism that prevents both outcomes for the business.

Growth Opportunity: The scope of this role, spanning workforce planning, vendor management, and cross-functional stakeholder coordination, builds a portfolio of operational competencies that transfers directly to multi-site or VP-level operations leadership.

• Define productivity standards, quality benchmarks, and call handling procedures for the agent workforce.
• Develop and administer the annual department budget to sustain operational stability and meet financial targets.
• Build and maintain QA programs, including monitoring protocols and root cause review, to meet or exceed SLA commitments.
• Manage staffing levels, scheduling, and capacity planning to match call volume across inbound and outbound queues.
• Coach, evaluate, and develop Operational Leaders and front-line agents through structured feedback and performance reviews.
• Collaborate with Product, Marketing, Sales, and Technology teams on process and system enhancements requiring call center integration.
• Partner with HR on recruiting, interviewing, and selection to maintain workforce readiness against headcount targets.
• Report on operational performance trends to senior leadership and implement corrective action plans when metrics fall below target.

• Bachelor's degree in business, communications, or a related field, or equivalent work experience.
• 3 or more years of call center management experience, with demonstrated accountability for SLA performance and agent-level QA.
• Proven ability to develop and administer departmental budgets and interpret financial and operational reports.
• Experience designing and enforcing call handling procedures, SOPs, and quality assurance frameworks.
• Strong people management skills, including recruiting, coaching, performance management, and formal corrective action.
• Ability to lead cross-functional initiatives involving HR, Marketing, Technology, and senior operations stakeholders.
• Excellent written and verbal communication skills, including the ability to present findings and recommendations to senior leadership.

• Experience managing outsourced or multi-site contact center operations, including vendor oversight and Partner Center coordination.
• Background in workforce management, including forecasting models, capacity planning tools, and shift scheduling methodology.
• Familiarity with omnichannel contact center environments spanning voice, live chat, and inbound email support.
• Project management experience, including developing project plans, tracking milestones, and reporting to senior stakeholders.

• SLA adherence rate, measuring whether call handling time and queue coverage targets are consistently met.
• Agent quality score per monitoring cycle, reflecting the effectiveness of QA program implementation.
• First contact resolution rate, indicating how well call handling procedures reduce repeat contacts.
• Staff retention rate within the managed team, measuring coaching and development program outcomes.
• Budget variance against monthly forecast, tracking financial management accuracy for the department.
• Typical tools: Workforce management platforms (commonly IEX or comparable scheduling tools); CRM and telephony systems (commonly ACD-based contact center platforms).

• Base Salary Range: $70,000 to $105,000 per year depending on team size and scope.
• Bonus: annual performance bonus of 8 to 15% tied to SLA and budget targets.
• Equity: stock options or RSUs uncommon at this level outside of tech-sector employers.
• Health Benefits: medical, dental, and vision coverage standard.
• PTO: 15 to 20 days per year plus standard federal holidays.
• Common Perks: Remote or hybrid scheduling flexibility, professional development stipend, and employee assistance programs.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required, and employment is contingent on successful completion of a background check. Candidates with disabilities who require reasonable accommodations during any stage of the hiring process are encouraged to request them. All applicants are considered regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law.

The Sr. Call Center Manager leads workforce planning, capacity planning, and cross-functional partnership to execute Big Ticket strategies across domestic and Partner Centers. Reporting to the Sr. Director, this role shapes operational outcomes by coaching Operational Leaders, managing project plans and timelines, and enabling consistent performance across hiring, staffing, and stakeholder execution.

Key Responsibilities

• Build and maintain strong partnerships with cross-functional teams to drive and execute Big Ticket strategies.
• Represent the business in workforce planning, capacity planning, and hiring and staffing strategy for domestic and Partner Centers.
• Work directly with Sr Director to craft and document the business-specific strategy, executing through key stakeholders and Operational Leaders.
• Coach and provide direction to Operational Leaders, responsible for training, managing, developing, coordinating, and evaluating direct and indirect reports.
• Develop full-scale project plans, associated communication documents, and progress reports, proposals, and presentations.
• Manage and communicate project expectations to team members and stakeholders.
• Plan and schedule timelines and milestones using appropriate tools and develop best practices for project execution and staff management.

Required Qualifications

• Bachelor's degree required.
• Supervisory experience required.
• Proficient in MS Office, Word, and Excel, with experience in PowerPoint preferred.
• Knowledge of Omnichannel systems a plus.
• Ability to effectively plan and execute strategies and manage multiple deadlines.
• Ability to read, analyze, and interpret financial reports, technical journals, and legal documents.
• Excellent verbal and written communication skills with ability to present to top management and public groups.

Embedded within a client-facing operations team, the Call Center Manager owns the annual department budget and administers Quality Assurance programs to drive net reservation revenue and exceed SLA targets. Working closely with cross-functional leaders, this role develops internal and external QA programs, maintains staffing and coaching workflows, and ensures regulatory compliance across all client relationships.

Core Functions

• Provide strong, multifaceted leadership that mentors, develops, and guides team members to efficiently demonstrate the value of every call for maximum net reservation revenue to clients.
• Develop and administer the annual department budget to attain business goals with operational stability.
• Develop and implement internal and external Quality Assurance programs fostering continuous improvement and exceeding SLA and Customer Satisfaction performance.
• Develop and maintain effective organization of responsibility, including recruiting, training, coaching, workflow patterns, performance standards, and staffing levels.
• Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction.
• Lead and expand client and coworker relationships.
• Ensure compliance with regulatory agency guidelines and standards.

Qualifications and Experience

• Bachelor's degree or equivalent years of related experience required.
• Minimum 3 years of call center experience, with 5+ years of management experience preferred.
• Project management skills and ability to lead people and teams across multiple functions required.
• Proficient in Windows-based software applications with the ability to understand system logic and capabilities.
• Solid understanding of tactical and strategic marketing methodologies.
• Strong management and leadership skills with proven ability to problem-solve, delegate, and implement creative solutions.
• Excellent verbal and written communication and document preparation skills.

Reporting to program management leadership, the Call Center Manager, Medical Communications shapes all aspects of healthcare call center operations, including staff management, compliance monitoring, and client liaison activities across pharmaceutical and health programs. Partnering with front-line staff and client stakeholders, this role ensures program training, quality assurance, and regulatory adherence to deliver consistent medical communication outcomes.

Primary Duties

• Manage and complete development of client reports and procedural documents.
• Maintain thorough program knowledge and ensure compliance with company policies, SOPs, protocols, and regulations through quality monitoring.
• Act as liaison between the client, program management, and staff for operational issues such as workflow processes and new initiatives.
• Oversee all aspects of program training, including conducting training, developing curriculum, and maintaining training records.
• Act as a resource for front-line staff for assistance with managing their scope of service and cover front-line non-healthcare professional agent duties as needed.
• Manage staff, including interviewing, selection, goal setting, performance management, coaching, counseling, and separations.
• Review and approve time records, expense reports, leave requests, and overtime.

Skills and Qualifications

• Bachelor of Science degree in a science or health-related field required.
• 5+ years of experience in the healthcare or pharmaceutical industry involving counseling or providing medical information.
• 1+ year of leadership responsibility.
• Strong attention to detail, organizational, problem-solving, and analytical skills.
• Demonstrated time management and multi-tasking skills.
• Effective verbal and written communication and interpersonal skills.
• Ability to work in a team environment and independently as needed.

Sitting at the intersection of operations management and cross-functional collaboration, the Call Center Manager establishes productivity standards, manages queue scheduling, and partners with Product, Marketing, Sales, and Tech teams on system enhancements. Operating across HR recruitment and direct escalation handling, this role defines team guidelines and ensures consistent performance through quality assurance and regular communication forums.

Duties

• Establish high standards for productivity, quality, and customer service and define guidelines for the team.
• Ensure coverage is properly scheduled for all queues and manage center performance through monitoring, problem resolution, and quality assurance.
• Collaborate with Product, Marketing, Sales, and Tech on new initiatives requiring call center process and system enhancements.
• Assist the HR department in recruiting by interviewing potential hires and identifying qualified candidates.
• Handle escalated issues and conduct regular communication forums with direct and indirect reports.

Requirements

• Minimum 2 years of experience in a managerial role.
• Knowledge and experience with call center metrics, reporting, and CRM software.
• Knowledge and experience using Google Suite applications.
• Basic PC knowledge, including Windows operating systems and mainstream web browsers.
• Exceptional listening, analytical, and conflict management skills with excellent oral, written, and interpersonal communication.

A key member of the operations leadership team, the Call Center Manager delivers cost-effective operational management by monitoring production KPIs, improving systems and processes, and ensuring legal compliance across all functions. Collaborating across finance and organizational leadership, this role formulates strategic objectives and enables profitability through financial data analysis and quality control.

Functions

• Ensure all operations are carried on in an appropriate and cost-effective way.
• Improve operational management systems, processes, and best practices.
• Help the organization's processes remain legally compliant.
• Formulate strategic and operational objectives.
• Examine financial data and use them to improve profitability.
• Perform quality controls and monitor production KPIs.

Experience and Qualifications

• Knowledge of organizational effectiveness and operations management.
• Experience in budgeting and forecasting.
• Familiarity with business and financial principles.
• Leadership ability and outstanding organizational skills.
• Excellent communication skills.

Strong client satisfaction outcomes depend on the Call Center Manager, who develops operational strategies, manages SOPs, and oversees inbound and outbound satisfaction surveys for a Sexual and Reproductive Health organisation. Based within a mission-driven service environment, this role coordinates technology evaluation with IT, leads analytics and quality assurance protocols, and ensures team performance through training program development and strategic partner database management.

Accountabilities

• Develop Call Centre operational strategies and improve efficiency, including monitoring call volumes and agent performance.
• Assess training needs and develop a training programme for the Call Centre teams.
• Work with IT to identify and evaluate state-of-the-art technologies and define user requirements and quality standards.
• Review and customize the Call Centre's SOPs Manual and various processes.
• Establish quality assurance, managing protocols, and review data for analytics.
• Coordinate the use of client, staff, and strategic partner databases for continuous improvement.
• Ensure inbound and outbound Client Satisfaction Surveys are conducted and undertake other surveys as required.

Technical Qualifications

• Bachelor's degree in Psychology, Communications, Social Sciences, Marketing, Business Management, or related field.
• Minimum 5 years of working experience at the managerial level.
• At least 1 year of experience in a Sexual and Reproductive Health organisation in a similar call centre role.
• Excellent analytical and IT skills, including MS Office, PowerPoint, and Excel.
• Familiarity with Social Media tools and strong media network.
• Fluent communication in English and local language(s), both written and verbal.
• Proven knowledge of administration, processes, and planning with ability to work long hours and in a shift system.

As the Call Center Manager, this role sets up and manages a Call Centre team, drives a culture of open communication with Service Centre operational departments, and ensures customer queries are logged and resolved promptly. The Service Centre and Head Office Teams rely on this work to maintain KPI and timescale standards, complete regular staff appraisals, and develop agents through structured performance plans.

Areas of Ownership

• Set up a Call Centre and recruit and manage a team of Call Centre Agents.
• Work proactively with Service Centres operational departments to drive a culture of open communication and excellent customer service.
• Ensure customer queries are logged and answered promptly, working with the TaaS M and S Team, Service Centre Managers, and Head Office Teams.
• Monitor communication, KPIs, and timescales.
• Ensure regular staff appraisals and development plans are completed.

Position Requirements

• At least 2 years of call centre management experience.
• Experience in commercial vehicle call centre and knowledge of operators' licence and regulations preferred.
• Strong communication and negotiation skills for dealing with customers and colleagues.
• Strong ability to identify customers' needs and propose appropriate solutions.
• Proactive approach to ensure customer expectations are met and exceeded.

Call Center Manager oversees outsourced call centres and deploys effective management approaches to achieve KPI objectives, coordinate workshops, and lead promotional tool creation including scripts and FAQs. The work directly supports internal and external reporting, new business development, and continuous improvement across call centre operations and partner channels.

Operational Focus

• Oversee the firm's outsourced call centres and plan and deploy effective call centre management approaches.
• Support the achievement of call centre KPI objectives.
• Lead the creation of promotional tools such as scripts and FAQs.
• Coordinate workshops for outsourced call centres.
• Prepare internal and external reports.

Knowledge Skills and Abilities

• More than 3 years of experience in call centre management preferred.
• Background in call centre or new project start-up preferred.
• MS Office proficiency and understanding of PC systems or software development.
• Expertise in developing new business and new channels is a plus.
• Strong analytical, organizational, and communication ability.

The Call Center Manager produces operational efficiency improvements for a Billing Liaison team by monitoring service levels, overseeing staffing adjustments, and reviewing daily, weekly, and monthly performance reports to identify and resolve trends. Reporting to the RVP of Revenue Cycle Management, this role advances departmental goals through cross-functional workflow collaboration, system enhancement testing, and targeted coaching of team leaders.

Key Responsibilities

• Evaluate Billing Liaison team operations and make recommendations regarding short and long-term plans to improve day-to-day efficiencies.
• Monitor service levels and make staffing adjustments as appropriate, and oversee all special and ongoing projects.
• Work with appropriate department managers to discuss interdepartmental workflow issues and implement necessary solutions.
• Review daily, weekly, and monthly reports to identify trends and take actions to resolve issues.
• Develop team and individual goals and provide feedback to leadership regarding identified trends.
• Work closely with RVP, Revenue Cycle Management to ensure service levels are consistently maintained.
• Test new system enhancements and serve as part of the Beta Testing Team.

Required Qualifications

• Bachelor's degree required.
• 9+ years of customer experience, with 1+ year of customer service or pharmacy management experience.
• Experience with high-volume inbound call center environments and healthcare accounts receivable, denials, medical collections, billing, or insurance preferred.
• Strong PC skills with proficiency in MS Office Suite (Excel, Word, and PowerPoint).
• Basic quantitative and financial analysis skills.
• Strong supervisory, coaching, project management, and process improvement skills.
• Ability to manage work procedures, prepare schedules, and collaborate with other leaders on cross-functional tasks.

Embedded within a busy contact centre environment, the Call Center Manager develops staffing plans, embeds new phone technology through partnership with the Operational Excellence team, and handles the most complex customer complaints and escalations. Working closely with HR and the Commercial Director on recruitment and retention, this role advances performance by analyzing data against budget figures and coordinating bonus, reward, and incentive schemes.

Core Functions

• Manage the daily running of the call centre, including effective resource planning and applying call centre strategies and operations.
• Undertake needs assessments and performance reviews, and set and meet performance targets for speed, efficiency, sales, and quality.
• Coordinate staff recruitment, write job adverts, and liaise with HR and Commercial Director on hiring.
• Handle the most complex customer complaints and enquiries, and organise shift patterns and staffing to meet demand.
• Coach, motivate, and retain staff, and coordinate bonus, reward, and incentive schemes.
• Forecast and analyze data against budget figures on a weekly and monthly basis.
• Work with the Operational Excellence team to embed new phone technology and tracking for greater insight and functionality.

Qualifications and Experience

• Experience running a busy inbound and outbound call centre.
• Relevant experience in general administration, sales and marketing, and customer service.
• Training or on-the-job experience in controlling incoming and outgoing calls, planning, resource allocation, and staffing.
• Analytical and numerical skills to interpret data, trends, and financial and budget management.
• Strong customer focus, excellent telephone manner, and ability to motivate and develop staff.
• Leadership skills and ability to set, meet, and exceed targets.
• Strong interpersonal and communication skills, both written and verbal.

Reporting to senior operations leadership, the Call Center Manager refines scheduling center performance by monitoring system operations, accomplishing human resource objectives through recruiting and coaching, and responding to new patient inquiries with accuracy and professionalism. Partnering with front-line Team Leaders and Scheduling Center Agents, this role develops employee engagement and supports communication of the organization's mission, vision, and values.

Primary Duties

• Maintain and improve scheduling center operations by monitoring system performance, identifying problems, and completing action plans and quality assurance programs.
• Accomplish human resource objectives by recruiting, selecting, orienting, coaching, and counseling employees and ensuring policies and procedures are followed.
• Meet financial and performance objectives by estimating requirements, analyzing variances, and initiating corrective actions.
• Prepare performance reports by collecting, analyzing, and summarizing data and trends.
• Respond to office new patient issues and inquiries quickly, professionally, and accurately.
• Improve employee engagement and proactively identify opportunities to enhance the employee experience.
• Support communication and modeling of mission, vision, values, and words to live by.

Skills and Qualifications

• College degree preferred.
• 1+ year of managing multiple teams, including front-line leadership, with experience managing remote teams preferred.
• Previous experience with MS Excel, Word, and PowerPoint.
• Ability to effectively and proactively manage change and implement process improvement.
• Excellent analytical ability and ability to prioritize and organize multiple tasks.
• Professional and efficient verbal and written communication skills with excellent interpersonal skills.
• Ability to coach, train, and develop Team Leaders and Scheduling Center Agents.

Sitting at the intersection of call center operations and sales performance management, the Call Center Manager oversees daily productivity by recruiting and training representatives, utilizing key metrics to evaluate performance, and developing call interaction procedures and policies. Operating across quarterly capacity planning and technological evaluation cycles, this role drives operational results by resolving escalated issues and preparing reports for upper management.

Accountabilities

• Recruit, orient, and train call center representatives to sell the company's products and services while delivering high-standard customer service.
• Oversee daily operations to maximize productivity and efficiency and develop day-to-day department objectives.
• Utilize and track key metrics to evaluate performance, identify training needs, and conduct employee performance reviews.
• Develop call interaction and call handling procedures and policies.
• Address and resolve issues escalated by call center representatives and prepare operations reports for upper management.
• Perform quarterly capacity planning and technological evaluations to determine an action plan for improved operations.

Professional Experience

• Bachelor's degree with minimum 3 years of call center management experience, or minimum 5 years without a degree.
• Advanced working knowledge of Microsoft Office and Google programs.
• Excellent communication skills, both verbal and written, with superior organizational and time management skills.
• Creative and innovative problem-solving, analytical, and critical thinking skills to forecast and identify trends.
• High energy personality with ability to stay calm and flexible in stressful or fluid working situations.
• Professional and discreet when handling sensitive or confidential information.
• Capable of performing duties independently with little to no supervision.

A key member of the customer operations team, the Call Center Manager develops standardized response processes, coordinates parts requests and special orders, and resolves escalated customer service complaints by working with Operations, Merchandising, Marketing, and HR representatives. Collaborating across buyers, vendors, and warehouses, this role ensures all calls and emails are logged in the ticketing system and that team progress and goals are reported consistently to management.

Day-to-Day Responsibilities

• Investigate product quality issues and coordinate resolutions with warehouses, buyers, and stores.
• Respond to customer service complaints working with Operations, Merchandising, Marketing, and HR representatives as required.
• Handle escalations from multiple sources to ensure customer satisfaction.
• Review, coordinate, and execute parts requests and special orders from stores, working with buyers, vendors, and warehouses.
• Log all calls and emails into the ticketing system for proper attention and follow-up.
• Ensure standardized response processes are followed and update them as required.
• Report team progress and goals to management.

Background and Experience

• Strong interpersonal, verbal, and written communication skills required.
• Strong listening skills and ability to deal with sensitive information and situations.
• Organizational skills with the ability to multi-task multiple priorities and maintain attention to detail.
• Demonstrated leadership abilities with a friendly and professional attitude.
• Ability to develop rapport quickly with customers and internal partners.

The Call Center Manager advances service center operations by developing service procedures, policies, and standards, recruiting and mentoring customer service agents, and driving organic growth through improved customer experience. Reporting to senior management, this role oversees statistical analysis, ensures compliance with industry trends and best practices, and enables an environment where agents can excel through targeted development and coaching.

Role Responsibilities

• Elaborate and implement strategies for the development of the Service Center and ensure efficient and effective operations.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customer issues and follow problems through to resolution.
• Develop service procedures, policies, and standards and keep accurate records of customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor, and develop customer service agents and nurture an environment where they can excel.
• Keep ahead of industry developments and apply best practices to areas of improvement.

Education and Experience

• Proven working experience as a customer service manager or Center manager.
• Experience in providing customer service support.
• Excellent knowledge of management methods and techniques.
• Working knowledge of customer service software, databases, and tools.
• Awareness of industry's latest technology trends and applications.
• Strong client-facing and communication skills with advanced troubleshooting and multi-tasking skills.
• Proficiency in English.

Call Center Manager oversees a team of 12 to 15 agents, examiners, and adjusters in a healthcare operations environment, managing day-to-day client interaction, SLA reporting, and a robust Quality program built on root cause analysis and corrective actions. Success in the position means building and motivating a large operations team, managing personnel matters, and presenting call center data findings in a structured manner to support ongoing performance improvement.

Leadership Responsibilities

• Leading and managing a team of 12-15 Call Center agents, examiners, and adjusters, delivering a high-quality Call Center operation meeting and exceeding all service level agreements and KPIs.
• Manage day-to-day interaction with the client organization to help run a high-quality Call Center operation.
• Collaborate with the client in creating Call Center reports on inventory, production, productivity, priority, and forecasting to meet all SLAs.
• Collaborate with the client and Audit team to establish a robust Quality program, including root cause analysis and corrective actions.
• Set smart goals for teams and provide regular feedback, appraisal, and coaching to ensure performance.
• Manage personnel matters including attendance, holidays, PTO, sick days, payroll approval, and shift timings.
• Conduct call listening sessions and assess calls based on quality forms, ensuring accuracy and timely completion of reports.

Technical Qualifications

• 5-7+ years of healthcare operations experience, with 2+ years in a supervisory role.
• Background in healthcare administration, including medical coding, transcription, billing, or accounts receivable preferred.
• Experience in outsourcing operations or the service industry preferred.
• High proficiency in MS Excel and PowerPoint.
• Strong ability to analyze Call Center data, SLAs, KPIs, and operations reports and present findings in a structured manner.
• Ability to build and motivate a large operations team of up to 20 associates.
• Ability to train and guide teams through process and operational instruction changes.

As the Call Center Manager, this role oversees call center operations at an Influx Site serving youth and families, including scheduling, case management support, and direct oversight of hiring, performance evaluation, and disciplinary actions. The operations team relies on this work to maintain compliance with ACF and ORR procedures, share process changes across the team, and extract and analyze data for senior management reporting.

Scope of Work

• Plans and directs Call Center Operations at Influx Site.
• Evaluate the work of subordinate staff and resolve complex problems to ensure youth services are met.
• Extract and analyze data to provide reports to senior management in support of tracking measures.
• Serve as an initial point of contact for the call center, including scheduling calls, tracking and responding to youth and parents' concerns.
• Aid in case management by identifying issues, researching and recommending for follow-up and resolution.
• Share procedural or process changes with the team and communicate and train teams as required.
• Make final decisions on hiring selections, evaluate performance, and take disciplinary action when necessary.

Minimum Qualifications

• Proficient in Spanish and English (reading, writing, speaking, and listening) required.
• Knowledge of ACF, ORR Unaccompanied Children Program, EIS operations procedures, or call center management processes.
• Knowledge of the Department of Health and Human Services' Office of Refugee Resettlement Guide to Children Entering the United States Unaccompanied.
• Knowledge of case management, immigration priority groups, and basic UC portal operations.
• Ability to provide the full range of administrative and supervisory duties, including assigning work, evaluating performance, and selecting staff.
• Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Ability to provide briefings, orientations, staff development, and training in a youth support setting.

The Call Center Manager creates operational improvement outcomes for a front-line team by managing recruitment, resource distribution, staffing levels, and compliance with pertinent laws and regulations in partnership with legal teams. Collaborating across divisional and departmental projects, this role guides performance through ongoing coaching, escalation resolution, and process improvement initiatives that enhance unit-level results.

Key Deliverables

• Manage front-line teams within an operational unit, covering recruitment, selection, performance management, development, and rewards.
• Manage work distribution, resource management, and staffing levels within the workgroup.
• Monitor progress toward goals, analyze variances, take corrective action, and adapt plans to address operational challenges.
• Provide staff with ongoing coaching and performance feedback.
• Resolve escalated customer cases, situations, and inquiries.
• Partner with legal and compliance teams to conduct operations in compliance with pertinent laws and regulations.
• Lead divisional and departmental projects or operational improvements that enhance unit performance.

Qualifications and Experience

• College degree or equivalent required.
• Professional credentials preferred (e.g., FLMA, ALHC, CLU).
• 1+ year of demonstrated process and people leadership experience.
• Knowledge of financial products preferred.
• Broad knowledge of Thrivent business, products, and systems desired.
• Strong communication and interpersonal skills with emphasis on customer service, conflict management, teamwork, and coaching.
• Experience with significantly improving processes and leading change.
• Bilingual in Spanish is a plus.

Embedded within a data security incident response operation, the Call Center Manager executes staffing plans based on call volume, manages department workload against KPIs and SLAs, and receives escalated customer concern calls with courtesy, empathy, and compassion. Working closely with outside call center vendors, this role elevates team performance through leveraging technology, reporting on agent metrics, and communicating operational changes to staff.

Core Responsibilities

• Lead and train call center agents providing support for individuals affected by a data security incident.
• Develop a staffing plan based on call volume and ensure appropriate resources are in place at all times.
• Manage department workload by monitoring productivity and service quality to meet and exceed KPIs and SLAs.
• Work with outside call center vendors to establish processes and procedures to scale agents as needed.
• Report, analyze, and communicate results from agent and overall call center metrics and escalations.
• Receive and handle escalated customer concern calls with courtesy, empathy, and compassion.
• Communicate initiatives, operational changes, and other information to the team.

Requirements

• 3+ years of call center management experience required.
• Experience in Insurance, Healthcare, or Financial industries preferred.
• Experience with live chat and inbound email support.
• Proficiency in Microsoft Office Suite.
• Ability to leverage technology to continuously enhance team performance and the client experience.
• Strong negotiation and interpersonal skills, with the ability to communicate clearly in a positive and nurturing manner.
• Ability to perform multiple tasks in a fast-paced environment.

Reporting to senior management, the Call Center Manager coordinates multi-site operations management, oversees subcontractor audits, and develops innovative methodologies to improve service levels under government contract compliance requirements. Partnering with other managers to align operational policies and procedures, this role ensures SLA reporting, cost-effective task operation, and the achievement of staff performance goals and objectives.

Strategic Responsibilities

• Ensure project compliance with all operational requirements of the contract and corporate policies.
• Manage Customer Service and Outreach Programs, including direct reports and cost-effective operation of all project tasks.
• Produce monthly SLA reports for the client and ad hoc reporting as needed.
• Collaborate with other managers to ensure effective coordination of activities and develop operational policies and procedures.
• Oversee audits of operations and supervise subcontractors providing services to the program.
• Develop and implement innovative methodologies to improve service levels and overall operational efficiency.
• Develop performance goals and objectives for staff and monitor achievement of those goals.

Background and Experience

• Bachelor's degree or equivalent combination of education, technical training, or work experience.
• 3 years of management experience or 5 years of related experience required.
• U.S. Citizenship required.
• Ability to manage large-scale operations, including single or multiple sites.
• Proven ability with operational analyses, processes, and performance indicators.
• Excellent organizational, written, and verbal communication skills.
• Capable of performing comfortably in a fast-paced, deadline-oriented work environment.

Sitting at the intersection of telemarketing operations and sales support, the Call Center Manager coordinates marketing campaigns with sales activities, executes lead confirmation and follow-up workflows, and role plays calls and objections with team members to train employees on processes and best practices. Operating across direct customer outreach and performance targets set by the company, this role ensures KPIs are met through coaching, objection handling, and proactive lead recovery.

Job Functions

• Confirm leads based on requests from the sales department and maximize lead opportunities.
• Role play calls and objections with team members and train employees on processes and best practices.
• Make calls to new and existing customers to meet KPIs set by the company.
• Coordinate marketing campaigns with sales activities and review and optimize the marketing budget.
• Attempt to save sales and follow up on leads that did not convert.

Experience and Qualifications

• Previous experience in home improvement, preferably windows.
• Experience in a managerial role in a call center environment.
• Experience in lead generation, including setting and confirming sales appointments.
• Strong communication skills and leadership qualities.
• Detail-oriented with ability to meet deadlines.

The Call Center Manager guides a team of 7 to 10 Operational Leaders and 45 to 50 Reservation Agents by coaching through constructive feedback, executing short and long-term performance goals, and ensuring compliance with all policies and regulations related to job duties. Reporting to the Global Director of Operations, this role elevates results by reviewing operational reports, holding regular team meetings, and escalating human resources issues appropriately within a hospitality call center environment.

Leadership Responsibilities

• Manages, motivates, and develops front-line supervisory staff and is responsible for the day-to-day performance of the team.
• Manage and develop a team of 7-10 Operational Leaders and 45-50 Reservation Agents.
• Coach and develop direct reports through constructive feedback, ongoing training, and performance reviews.
• Review operational reports with the Global Director of Operations and provide guidance to continuously improve results.
• Hold regular team meetings to review performance and goals, and escalate issues related to performance and human resources appropriately.
• Execute short- and long-term performance goals developed by Senior Management.
• Ensure compliance with all policies, procedures, and regulations relating to job duties.

Education and Experience

• Bachelor's degree required.
• 5+ years of experience in an inbound call center environment.
• Hospitality background in hotels, airlines, or travel agency preferred.
• Familiarity with CMS and ACD Telephonic systems.
• Proficient in Microsoft Office and contact center operations tools.
• Strong analytical, problem-solving, communication, and interpersonal skills.
• Ability to maintain the highest level of confidentiality.

Call Center Manager coordinates telemarketing and operations services to generate sales growth through telemarketing channels, manages IT function to ensure systems and office network reliability, and meets with clients to discuss operations matters and influence partners at senior level. The work directly supports Direct Response business documentation, operations workflow design, and people and project management outcomes in an insurance-sector environment.

Ownership Areas

• Manage and be accountable for professional employees and supervisors in a high-volume, performance-driven call center.
• Coordinate and supervise daily, weekly, and monthly activities of team members and set priorities to ensure task completion and performance goals are met.
• Identify and resolve operational problems using defined processes, expertise, and judgment.
• Coordinate work activities with other supervisors, managers, and departments.
• Provide coaching, feedback, annual performance reviews, and formal corrective action.

Minimum Qualifications

• High school diploma or GED required, undergraduate degree preferred.
• 3+ years of customer service or call center experience, including 2+ years in a management role.
• Knowledge of call center systems such as CMS, IEX, CTI, and TCS.
• Understanding of call center performance metrics and measurements.
• Proficiency with Windows PC applications and Microsoft Excel, PowerPoint, and Word.