Call Center Manager

Contact Center Manager

Serenity Healthcare is transforming the way patients access mental health treatment. Our Contact Centers play a critical role in that mission - helping new patients take the first step toward care while supporting established patients throughout their treatment journey.

We're looking for an experienced Contact Center Manager who can lead a large, fast-paced operation, develop strong frontline leaders, and consistently deliver results across both new-patient conversion and established-patient support.

As Contact Center Manager, you will own the day-to-day performance of a 200+ employee contact center operation, leading through supervisors and frontline leaders.

· New Patients: A sales and conversion-focused environment centered on speed-to-lead, patient needs, objection handling, follow-up, and scheduling.

· Established Patients: A service and retention-focused environment centered on problem solving, de-escalation, escalation management, and keeping patients successfully engaged in their care.

This role requires a leader who can operate with a high degree of independence, understand the business, identify what needs attention, and drive action without requiring significant day-to-day direction.

· Lead the daily operation and performance of a 200+ FTE contact center through supervisors and frontline leaders.

· Drive results across service, sales/conversion, patient experience, quality, productivity, attendance, staffing, and employee retention.

· Lead new-patient teams responsible for converting inquiries into scheduled appointments through effective discovery, objection handling, follow-up, and urgency.

· Ensure established patients receive responsive, empathetic support with strong problem solving, de-escalation, and escalation management.

· Establish clear operating rhythms and accountability for supervisors, including huddles, 1:1s, coaching, call reviews, and performance management.

· Use contact center data and KPIs to identify trends, diagnose root causes, and quickly translate insights into action.

· Partner with Workforce Management to ensure forecasting, scheduling, adherence, capacity, and staffing align with patient demand.

· Partner with Recruiting, Training, and Quality to improve hiring, new-hire readiness, speed to proficiency, quality, and retention.

· Develop supervisors and build a strong internal leadership pipeline.

· Identify opportunities to improve processes, workflows, routing, technology, and the overall PCC and patient experience.

· Lead operational change and ensure leaders and employees understand expectations and execute consistently.

· Communicate performance, risks, trends, and action plans effectively to senior leadership.

· 7+ years of progressive contact center leadership experience.

· Demonstrated experience leading a contact center operation of at least 200 employees/FTE.

· Experience leading through supervisors or frontline leaders, not solely managing individual agents.

· Experience leading a sales, conversion, retention, or revenue-focused contact center environment.

· Strong experience with complex escalations, service recovery, problem solving, and de-escalation.

· Strong knowledge of contact center operations including Workforce Management, forecasting, scheduling, QA, performance management, and contact center KPIs.

· Demonstrated ability to use data to improve operational and employee performance.

· Track record of developing leaders and building high-performing teams.

· Ability to operate effectively with limited day-to-day supervision, prioritize competing demands, and make sound decisions.

· Experience leading in a high-volume, fast-paced environment.

· Competitive pay based on experience

· 90% of medical, dental & vision covered

· 401(k)

· 10 PTO days (15 days after first year) + 10 paid holidays

· Employee Referral Program

· Opportunity for advancement and professional development

Using advanced medical devices recently released to market, Serenity Healthcare gives our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we help patients take back their lives with a revolutionary technological approach to healthcare.

Serenity Healthcare is an equal opportunity employer. This position is contingent on successfully completing a criminal background check and drug screen upon hire.