Call Center Manager

Job Summary

Leading the strategic operations of a remote call center, the full-time Call Center Manager will oversee Supervisors and their teams, ensuring high-quality patient support and continuous improvement in a high-volume healthcare billing environment.

Key responsibilities:

• Lead, mentor, and develop Call Center Supervisors to foster accountability and strong leadership
• Direct daily call center operations to meet service levels, quality scores, and productivity metrics
• Establish and analyze key performance indicators (KPIs) to drive continuous improvement initiatives

Required qualifications:

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred
• 7+ years of experience in call center or customer service operations, preferably in healthcare or medical billing
• 3+ years of progressive leadership experience managing supervisors or team leads
• Strong understanding of call center operations, KPIs, and quality assurance practices
• Proficiency in Microsoft Office, with advanced Excel skills preferred