Call Center Manager

Tampa, FL | In-Office | $75,000–$85,000 A growing health and wellness company is seeking an experienced Call Center Manager to lead a team of approximately 30 people across its outbound calling and patient coordination functions. This is a people-management and performance-accountability role , not an individual sales position. The ideal candidate is a calm, steady, process-oriented manager who knows how to use KPIs, dashboards, coaching, and clear accountability to drive consistent performance across a large team. You should be able to quickly identify where performance is slipping, address issues before they become patterns, and give leadership a clear picture of how the team is performing at any given time. What You’ll Do Lead & Manage a Team of Approximately 30 Manage performance and accountability across an outbound call team and patient coordinator team. Ensure team members consistently meet established productivity, quality, and performance expectations. Identify underperformance early and lead the coaching, corrective action, and follow-up needed to improve results. Manage through a one-to-many leadership model , using metrics and dashboards to understand performance across the entire team. Establish clear expectations and create a consistent, accountable, and professional team environment. Provide oversight of an overseas customer support resource. Own Performance Metrics & Accountability Define, track, and maintain clear KPIs for both the outbound call and patient coordinator functions. Maintain weekly scorecards and performance reporting. Monitor team-wide trends and identify performance issues before they become larger problems. Ensure coaching and corrective action happen promptly and consistently. Bring leadership not just problems, but clear recommendations for addressing them. Support the continued development and transition of the outbound calling function in-house. Partner With Leadership Represent the call center and patient coordination functions in weekly leadership meetings. Provide concise, data-driven updates on team performance, trends, challenges, and opportunities. Maintain an accurate, real-time understanding of how each function is performing against its goals. Escalate meaningful patterns and trends to leadership with recommended solutions. Handle Limited Customer Escalations Customer service is a small component of this position , not the primary focus. Handle occasional escalated customer or patient issues. Follow established customer service SOPs and resources. Ensure escalated issues are resolved professionally and within expected turnaround times. What We’re Looking For The most important qualification for this position is proven experience managing a sizable, metrics-driven team. Ideal candidates will have: Proven experience managing 15 employees , preferably in a call center, contact center, BDC, appointment-setting operation, or similar high-volume phone environment. Experience managing team performance through KPIs, scorecards, dashboards, and defined productivity metrics . A track record of holding employees accountable and addressing underperformance promptly and professionally. A calm, steady leadership style and the ability to manage a large team without micromanaging. Strong organizational skills and the ability to identify trends across a high-volume operation. Comfort working within CRM and performance-management systems; experience with GoHighLevel or Odoo is a plus. Strong communication skills and the ability to report clearly and effectively to senior leadership. Ability to work in-office in Tampa, Florida . Sales or customer service experience can be helpful, but you do not need to be a top salesperson to succeed in this role . We are much more interested in your ability to lead, measure, coach, and hold a sizable team accountable. How Success Will Be Measured Success in this role will include: Consistent team-wide performance against established call team and patient coordinator KPIs. Early identification and correction of performance issues. Accurate and timely weekly scorecards and KPI reporting. Effective coaching and corrective action when employees fall below expectations. Continued progress toward bringing the outbound call function in-house. Timely and professional resolution of escalated customer issues. Compensation & Location Compensation: $75,000–$85,000 annually, commensurate with experience. Location: Tampa, FL. Work Arrangement: In-office. #J-18808-Ljbffr