Call Center Operations Manager

Virtual Vocations Inc

Managing call center operations in a fully remote environment, the full-time Call Center Operations Manager will oversee inbound and outbound communications, lead and develop team leads, and monitor performance metrics to ensure high-quality patient experiences. Key responsibilities Oversee inbound and outbound call center operations across various channels Lead, coach, and develop Team Leads, aligning performance expectations with KPIs Monitor call center performance and implement improvement plans as necessary Required qualifications 3 or more years of progressive call center leadership experience Strong understanding of call center KPIs, workforce management, and operational metrics Proven ability to develop and motivate frontline supervisors Ability to operate independently with sound judgment in escalation situations Dedicated home working environment and availability for occasional evening and weekend coverage

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Vacancy posted 4 days ago

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