CENTER MANAGER JOB DESCRIPTION

Running a center with measurable service level targets is straightforward until agent schedules slip, escalations stack up, and queue coverage breaks down simultaneously. The Center Manager holds accountability for all three. In a customer service or contact center environment, this role owns the operational rhythm of the team - scheduling, performance monitoring, QA cadence, and cross-functional coordination with product, marketing, and technology stakeholders. The job requires fluency in call center metrics, the authority to make staffing decisions in real time, and the judgment to translate data into corrective action before service levels erode.

As the Center Manager, you are accountable for the end-to-end performance of a customer service or contact center operation, including agent productivity, queue coverage, escalation resolution, and compliance with service level agreements. You lead a team of supervisors and agents across direct and indirect reporting lines, partnering with HR, product, and senior leadership to align people practices, process improvements, and KPI targets.

Career Impact: Owning a center's full performance profile - from QA audit scores to labor utilization - builds the operational credibility needed to advance into Director-level contact center leadership.

Business Impact: When this role performs well, customers receive faster resolutions, CSAT scores improve, and the organization avoids the cost of unmanaged escalations and scheduling gaps.

Growth Opportunity: Exposure to cross-functional collaboration with product and technology teams, combined with hands-on budget management, expands your scope well beyond traditional call center supervision and toward broader operations leadership.

• Lead a team of supervisors and contact center agents, setting performance standards and resolving escalated customer issues.
• Drive queue coverage by scheduling staff to match inbound volume patterns and adjusting in real time to demand shifts.
• Monitor center performance against KPIs including chat and email volume handled, speed of answer, and labor utilization, taking corrective action when targets are missed.
• Conduct regular QA reviews with individual agents and provide structured feedback to improve call handling and customer experience scores.
• Collaborate with product, marketing, sales, and technology teams on initiatives requiring contact center process or system changes.
• Manage reporting cycles for center performance, attendance, and development outcomes, including quarterly performance reviews for all direct reports.
• Enforce compliance with regulatory requirements applicable to the contact center environment, including privacy, confidentiality, and information protection protocols.
• Partner with HR on recruitment, onboarding, and performance management for intake specialists and agent-level roles.

• Bachelor's degree in Business, Communications, or a related field, or equivalent work experience.
• 2 or more years of contact center management experience, with demonstrated accountability for service level performance.
• Knowledge of call center metrics and reporting, including queue management, handle time, and agent utilization measures.
• Proven ability to lead and develop supervisor-level staff and front-line agents in a high-volume environment.
• Strong analytical and problem-solving skills with the ability to convert performance data into actionable plans.
• Effective verbal and written communication skills, with the ability to facilitate meetings and present findings to senior leadership.
• Experience managing cross-functional relationships with departments such as product, marketing, or technology.

• Prior experience managing digital or omnichannel contact centers handling chat, email, and voice concurrently.
• Familiarity with workforce management principles including forecasting, scheduling, and intraday adjustment.
• Experience implementing or maintaining compliance frameworks in a contact center setting, such as HIPAA or PCI requirements.
• Background in budget management, including payroll-to-budget tracking and cost efficiency reporting.

• Service level attainment rate, measuring the percentage of contacts answered within the defined threshold.
• Average handle time variance, reflecting how consistently agents perform against established benchmarks.
• QA audit score trend, tracking month-over-month improvement in evaluated agent interactions.
• First contact resolution rate, measuring how often customer issues are resolved without a follow-up contact.
• Labor utilization percentage, indicating how efficiently scheduled hours are deployed against actual volume.
• Typical tools: Workforce management platforms (commonly scheduling and forecasting software); CRM and ticketing systems (commonly contact center platforms with reporting dashboards).

• Base Salary Range: $55,000 to $85,000 per year depending on location and center size.
• Bonus: Annual performance bonus of 5 to 15 percent tied to center KPI achievement.
• Equity: Equity not typically offered at this level in most contact center environments.
• Health Benefits: Medical, dental, and vision coverage, with employer contribution toward premiums.
• PTO: 15 to 20 days annually, plus standard company holidays.
• Common Perks: Tuition reimbursement, employee assistance programs, and hybrid scheduling where operationally feasible.

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

Reasonable accommodations are available to applicants and employees with disabilities throughout the hiring process and in the performance of job duties, in accordance with the Americans with Disabilities Act and applicable state law. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Employment offers are contingent on successful completion of a background screening. Candidates must be authorized to work in the United States.

The Center Manager owns end-to-end operations of a plasma donation center, overseeing donor retention, inventory management, financial targets, and regulatory compliance. Reporting to senior operations leadership, the role delivers center profitability and quality outcomes while leading recruitment, staff development, and customer service across all center functions.

Key Responsibilities

• Manage inventories to optimum levels by maximizing efficiencies, customer service levels and minimizing investment.
• Monitor donor retention, ensure efficient donor flow, and implement donor retention improvement and corrective action plans.
• Ensure compliance with all company SOPs and applicable federal, state and local regulations.
• Oversee all aspects of financial management including setting annual budgets, meeting monthly financial targets and managing ongoing cash flow.
• Ensure center quality compliance by maintaining inspection readiness and meeting regulatory and customer requirements for plasma purity, efficacy and donor safety.
• Develop a center philosophy of continuous improvement, collect and analyze data, and implement corrective action plans to improve quality, efficiency and profitability.
• Conduct recruitment, training, development, counseling and termination while managing employee turnover and ensuring fair treatment.
• Ensure excellent customer service by all staff, resolve complaints effectively, and monitor marketing programs for desired results.

Required Qualifications

• Bachelor's degree preferred, or equivalent combination of education and professional work experience of at least 4 years.
• Minimum 2 years of supervisory or leadership experience overseeing others, or completion of CSL Plasma Leadership Development program.
• Knowledge of complex government and industry regulations with ability to monitor and ensure compliance.
• Ability to make decisions with significant impact on department credibility, operations and services.
• Proficient in English with ability to formulate comprehensive reports and deliver formal presentations.
• Physical requirements include lifting up to 25 lbs, standing and walking up to 100% of the time, and exposure to hazardous chemicals and bloodborne pathogens.
• Ability to wear personal protective equipment and work in a fast-paced environment with frequent interruptions.

Embedded within the Halifax and home office customer service organization, the Center Manager leads multi-site teams to deliver high-quality, efficient service across all customer touchpoints. Working closely with HR, business partners, and peer managers, this role advances team performance, continuous improvement, and operational risk mitigation to protect and strengthen the client experience.

Core Functions

• Build a high-performing cohesive work team through acquiring, training, developing, coaching, mentoring and motivating staff members.
• Monitor employee performance and coach employees to meet or exceed department objectives, targets and key performance metrics.
• Partner with staff in career development, identify and manage performance issues, and ensure employees have the necessary training, tools and resources.
• Identify and recommend solutions to minimize service impacts, improve operational effectiveness, efficiency and productivity.
• Provide timely communications and updates to employees and business partners to proactively minimize risk and business impacts.
• Ensure staff follows appropriate processes including complaint management, escalations, privacy and confidentiality, and information protection.
• Work with other managers to tie teams together, share information and contribute to continuous improvement of standards, policies and procedures.
• Plan and facilitate department-wide staff meetings, prioritize work deliverables, and recommend technology enhancements to improve client experience.

Qualifications and Experience

• Solid technical experience in the application and administration of people management tools and call center management software.
• General knowledge of project methodology, business structure and operations including processing workflows and policies.
• Strong leadership skills in coaching, motivation, negotiating, influencing, team building and performance management.
• Strong analytical, problem-solving, decision-making and conflict resolution skills with excellent organization and time management skills.
• Solid understanding of department scheduling, volume management, individual and team performance measures and customer service metrics.
• Strong interpersonal and communication skills with proven ability to influence and negotiate to ensure service levels are met.
• Ability to maintain confidentiality pertaining to staff performance and client call monitoring.

Reporting to the Area Director, the Center Manager leads full-cycle operations of a USO center, overseeing day-to-day facilities, program delivery, financial execution, and a mixed staff and volunteer workforce. Partnering with US Military leadership and local business community contacts, this role ensures programs and services meet evolving service member and family needs while achieving USO Standards of Excellence.

Primary Duties

• Manage day-to-day center operational procedures, ensuring a cost-effective, safe, welcoming, clean and well-maintained environment.
• Provide active leadership in program design, direction, and procurement and growth of financial and in-kind resources for center operations.
• Actively manage full-cycle human capital activities including recruitment, supervision, training, development and recognition for staff and volunteers.
• Develop and maintain working relationships with US Military and local business community leadership, and review service member and family needs regularly.
• Oversee planning, delivery and quality of programs, services, equipment and events within budgeted limits to achieve USO Standards of Excellence.
• Monitor financial activities including creation and execution of operating budgets, banking transactions and income tracking as directed by regional leadership.
• Prepare, review and present financial, operational and statistical reports, and maintain records required for local procedures and activities.
• Lead, manage and mentor Duty Manager and Programs Coordinator staff and volunteers, and perform assigned duties in the absence of the Area Director.

Education and Experience

• Bachelor's degree in Business Administration or a related field.
• 5 or more years of progressively responsible experience in a business operations role, including at least 1 year in a supervisory capacity.
• Relevant experience in a non-profit, military, multicultural or global organization preferred.
• Strong interpersonal and problem-solving skills with ability to interact with leadership, the general public and military audiences at various levels.
• Working knowledge of basic business and accounting functions including project management and budgeting.
• Proficiency using computers and electronics equipment, including Microsoft Office Suite and other relevant software.
• Ability to obtain and maintain proper credentials including security, credit and background screening, SOFA status and a valid driver's license.
• Fluency in English, with native-level proficiency in the host country language preferred.

Sitting at the intersection of customer experience and operational compliance, the Center Manager oversees a digital contact center team, driving performance against KPIs covering chat and email volume, satisfaction scores, labor utilization, and response time. Operating across supervisor-level direct reports, outsourced resources, and cross-functional partners in product, marketing, and technology, this role ensures regulatory adherence under HIPAA and PCI while delivering cost efficiencies and a superior client experience.

Duties

• Provide direct supervision of supervisor-level staff and indirectly lead digital contact center agents and outsourced resources, handling escalations as needed.
• Drive alignment, consistency and cohesiveness in people practices, team management and customer service to achieve department and company goals.
• Guide and lead the workforce by establishing goals, directing work, providing insights and developing employee skills.
• Manage achievement of overall goals with a focus on KPIs including chats and emails handled, satisfaction scores, labor utilization and response time.
• Provide reports and assessments of digital contact center performance, attendance, development and achievements, and conduct quarterly performance reviews.
• Lead and implement change management initiatives in compliance with industry regulatory practices including HIPAA and PCI.
• Serve as the Voice of the Client by providing ongoing feedback on products, solutions and support services to drive improvement in customer satisfaction scores.
• Meet expense requirements and deliver cost efficiencies for budget management.

Skills and Qualifications

• Bachelor's degree or equivalent education and work experience.
• Prior contact center leadership experience preferred.
• Experience working cross-functionally and collaboratively across diverse groups.
• Strong business acumen with high emotional intelligence and a strong focus on client needs and delivering solutions.
• Strong analytical skills with ability to convert data into actionable information.
• Working knowledge of Zendesk required, with ability to quickly develop understanding of applications, software and tools.
• Strong written and verbal communication skills with ability to engage leaders at all levels across the business.

A key member of the clinical operations leadership team, the Center Manager develops and implements best practice protocols for a vitals monitoring program while coaching a large call center team to exceed contractual metrics and member experience outcomes. Collaborating across workforce management and senior leadership, this role applies clinical expertise and critical thinking to resolve escalations, drive quality, and ensure fiscally responsible delivery of member care.

Accountabilities

• Develop and implement best practice algorithms, protocols and procedures based on clinical guidelines and present them for senior management approval.
• Develop the team and conduct training and annual competency testing to ensure a high level of knowledge and quality in the vitals monitoring program.
• Conduct monthly shadowing and call monitoring of team members and provide feedback for improved performance and member experience.
• Serve as a secondary escalation point for member issues and manage the team to exceed contractual metrics and outcomes.
• Utilize established practices, policies and procedures for vitals monitoring, applying critical thinking to resolve issues and implement best practices.
• Collaborate with workforce management to ensure staff is scheduled to meet demand and advocate fiscal responsibility in the management of member care.

Experience and Qualifications

• Minimum 5 years of related call center and clinical leadership experience.
• Direct clinical experience preferred.
• Ability to manage large call center teams with strong problem-solving and coaching skills.
• Self-motivated with the ability to work independently and in teams, and to engage and respect team members as individuals.
• Proficient in Microsoft Word, Excel, Outlook and PowerPoint.
• Excellent oral and written communication skills with the ability to manage multiple tasks simultaneously.

Delivering consistent quality and productivity across a call center team depends on the Center Manager, who directly manages team leads and oversees application agents while collaborating with product, marketing, sales, and technology on process enhancements. Based within a multi-functional organization, the Center Manager ensures scheduled coverage, regular QA reviews, and escalation handling to maintain high standards of customer service and agent performance.

Key Deliverables

• Directly manage team leads and oversee application agents, establishing high standards for productivity, quality and customer service.
• Ensure coverage is properly scheduled for all queues and manage center performance through performance monitoring, problem resolution and quality assurance.
• Collaborate with product, marketing, sales and technology teams on new initiatives requiring call center process and system enhancements.
• Conduct and review quality assurance with all agents on a regular basis and handle escalated issues as they arise.
• Assist the human resources department in recruiting intake specialists by interviewing candidates and identifying those who qualify for further hiring steps.
• Facilitate regular communication forums with direct and indirect reports.

Background and Experience

• Minimum 2 years of experience in a managerial role.
• Knowledge and experience with call center metrics and reporting.
• Basic PC knowledge including Windows operating systems, internet browsers and CRM software experience is a plus.
• Knowledge and experience using Google Suite applications.
• Exceptional listening, analytical, conflict management and multitasking skills with a detail-oriented focus.
• Excellent oral, written and interpersonal communication skills.
• Customer service orientation with an energetic and outgoing personality and ability to lead meetings and presentations.

As the Center Manager, this role manages daily operations of a service support center for the swimming pool industry, overseeing scheduling, customer service resolution, and staff training to ensure all service commitments are met. The service center team relies on this work to maintain mystery shop scores above 90%, achieve call answer speed targets, and exceed service sales budgets through efficient coordination with managers, technicians, and stores.

Role Responsibilities

• Manage the Service Center Support Center, ensuring superior customer service levels and timely resolution of service and customer opportunities.
• Train service support center direct reports in essential job functions and schedule staff to maximize efficiency and meet call volume demand.
• Monitor service requests and appointments, coordinate with service managers, technicians and stores to resolve scheduling and customer issues.
• Communicate service resolutions to the VP, follow up in a timely manner, and report any possible scheduling delays to ensure all customer commitments are met.
• Use web-based scheduling software to track and coordinate service orders.

Professional Experience

• Bachelor's degree preferred.
• Minimum 2 years of management, retail or call center management experience.
• 3 years of retail customer service experience in a multi-unit business environment.
• Ability to learn the technical aspects of the swimming pool industry.
• Proficient in Microsoft Word and Excel with above-average keyboard skills.
• Excellent verbal and written communication skills with a consistently positive and professional interaction style.

Center Manager shapes student learning outcomes at an international school by building relationships with families, reviewing assessment data, and delivering differentiated instruction aligned to academic, behavioral, and social goals. Success in the position means collaborating effectively within a team, championing educational best practices, and creating a safe, structured environment where every student progresses measurably toward individual learning targets.

What You'll Do

• Develop strong relationships with all parents and students and serve as a role model who mentors and guides students to meet their full potential.
• Review student assessment data including academic, behavioral and social or emotional indicators to set learning goals and develop student agency.
• Plan instruction using student data to inform learning outcomes, emphasizing linking concepts, building skills and identifying relationships between objectives.
• Deliver instruction using a variety of research-based strategies relevant to the content area to engage students in active learning and meet individual needs.
• Use differentiated assessment tools and strategies and make accommodations for individual student needs.
• Establish routines and procedures that create a safe, supportive and student-centered environment, involving families and other educators as needed.
• Collaborate professionally and effectively within a team and contribute to educational change that supports best practice and improves student learning.

Minimum Qualifications

• Experience working in an international school setting is advantageous.
• Strong instructional planning and delivery skills with ability to link concepts and differentiate for diverse learners.
• Commitment to professional ethics, international-mindedness and the school's mission.
• Strong collaborative, interpersonal and communication skills.
• Willingness to adapt to a new school environment and champion educational change.

The Center Manager owns the full operational scope of a one-stop HIV and community health center, designing service delivery mechanisms, organizing screening camps, and facilitating referrals across ICTC, ART, DSRC, DOTS, and mental health networks. Reporting to the State Manager and collaborating with SACS, YRG CARE, NHM, and local stakeholders, this role delivers measurable impact in HIV prevention, treatment linkage, and community outreach for marginalized populations including PWID, TG, FSW, and PLHIV.

Key Responsibilities

• Facilitate community needs assessments to identify preferred service delivery locations and design appropriate service delivery mechanisms.
• Set up one-stop center infrastructure and amenities in line with branding guidelines and organize community-based HIV screening camps and follow-up for confirmatory tests and treatment.
• Organize comprehensive medical screening and welfare camps, facilitate referrals to ICTC, ART, DSRC, DOTS and other health and social service centers.
• Coordinate provision of PEP and PrEP for PWID, organize expert talks and meetings, and facilitate linkages to mental health and social services.
• Hold trainings, sensitization meetings and coordination committee meetings with diverse local stakeholders including healthcare providers, police, lawyers and media.
• Coordinate with SACS to access HIV service commodities including condoms, needle syringes, STI drugs and IEC materials.
• Attend review and experience sharing meetings organized by YRG CARE, SACS, DAPCU, NHM and other forums.
• Maintain records and registers on direct services, referrals and other required documents, and submit timely reports to YRG CARE.

Required Qualifications

• Postgraduate degree in social sciences with at least 3 years of experience working on health-related projects.
• Understanding of the prevention-treatment service cascade of HIV and AIDS, TB, STI and viral hepatitis.
• Proficiency in data recording, management, report writing and case study compilation.
• Strong communication, networking and interpersonal skills with the ability to work in small teams and adopt flexible working approaches.
• Proficiency in Hindi, English and regional languages of the state of operations.
• Preference given to individuals from PWID, bridge population or PLHIV communities who are stable on or have completed OST treatment.
• Unbiased views and genuine interest in working with marginalized communities including TG, PWID, FSW, MSM, bridge populations and PLHIV.

Embedded within a behavioral health organization, the Center Manager leads an interdisciplinary team of 30 or more members, overseeing scheduling for behavior therapists, driving the full talent life cycle, and managing center budgets through data-driven financial reporting. Working closely with families, community partners, and senior leadership, this role builds a high-engagement culture and delivers measurable outcomes in patient satisfaction and operational performance.

Strategic Responsibilities

• Manage the daily operations of the center and lead a large interdisciplinary team of 30 or more exempt and non-exempt members to accomplish all job objectives.
• Display active leadership through coaching and developing talent, evaluating performance and providing feedback to promote high engagement and a high-performance culture.
• Create and maintain the center schedule for behavior therapists and cultivate a positive and desirable work environment.
• Drive the talent life cycle for direct reports including interviewing, hiring, onboarding, coaching, performance management, succession, reward and recognition.
• Routinely interact with families to maintain awareness of needs and satisfaction with services provided, and plan community events to attract families and team members.
• Leverage financial, operational, team and patient reports to make data-driven decisions and manage center budget effectively.

Knowledge Skills and Abilities

• High school diploma required, with at least 2 years of previous team management experience.
• Proven experience leading teams of significant size in complex and changing consumer environments.
• Ability to build trusting relationships through personal integrity and detect the emotional pulse of the team.
• Ability to prioritize multiple projects and tasks with competing deadlines.
• Strong communication skills with the ability to consistently communicate up, down and across the organization to ensure alignment of priorities.

Reporting to the Area Manager, the Center Manager refines the delivery of assessment center volumes, quality standards, and service level targets while leading a team through continuous improvement and rigorous performance management. Partnering with Team Performance Leaders, Clinical Standards Leads, and cross-site colleagues, this role resolves customer complaints, communicates procedure changes, and ensures staff professional development contributes to consistent, high-quality assessment outcomes.

Operational Focus

• Ensure that volumes, quality and applicable service levels are delivered to agreed target levels through robust performance management methods.
• Facilitate communications that support delivery and monitor high-level administrative workflow to ensure all processes are in place for assessment delivery.
• Investigate and resolve customer complaints and escalate serious complaints as required.
• Communicate changes in assessment procedures and best practices to teams, and ensure escalation processes for clinical questions are followed and resolved.
• Support the continuous professional development of staff, encourage shared learning and proactively manage absences to minimize ongoing disruption.
• Work with the area manager to drive continuous improvement and disseminate learnings through the team.

Skills and Qualifications

• Experience leading and developing teams and delivering challenging performance targets.
• Clinical experience is helpful but not essential.
• Strong ability to manage, allocate and monitor team workload to meet output expectations.
• Ability to balance business and customer needs, seek feedback and refine approaches to deliver better service.
• Strong communication skills with ability to employ a variety of media to engage and influence a range of audiences.
• Ability to build good working relationships and promote cooperation within and across departments and locations.
• Ability to champion direction set by senior management and inspire the team to deliver results.

Center Manager oversees crew-level quality system implementation at an automotive manufacturing plant, benchmarking world-class practices, auditing product and process standards, and driving achievement of plant and corporate quality KPIs. The work directly supports cross-functional platform teams and external partners by establishing clear expectations, applying structured problem-solving, and translating continuous improvement strategies into measurable manufacturing results.

Executive Functions

• Oversee crew operations and provide leadership for quality system implementation and execution.
• Achieve plant and corporate quality targets and key performance indicators and audit process and product standards for conformance.
• Provide problem-solving expertise and lead teams through complex quality challenges.
• Plan, prioritize, set goals and manage multiple quality projects in a technical and business environment.
• Establish partnerships internally and externally, influence without direct authority, and represent the voice of the customer to platform teams.
• Benchmark and execute world-class manufacturing practices for quality organizations and systems.
• Drive team success by clarifying expectations, minimizing political hurdles and maintaining unwavering commitment to results.

Technical Qualifications

• Bachelor's degree in Mechanical Engineering, Electrical Engineering or another 4-year engineering discipline combined with relevant experience.
• Experience in quality, manufacturing or design and release-related roles with supervisory experience leading people and larger teams.
• Expertise in planning, prioritizing and goal setting including managing multiple projects, creating detailed action plans and organizing schedules and tasks.
• Exceptional communication skills with the ability to build solid partnerships internally and externally.
• Experience working in a lean or flat organization with cross-functional skills and the ability to shape and communicate a clear strategic vision.
• Willingness to do things differently and consistently translate ideas into actions that deliver results.