CALL CENTER MANAGER

SportsMED Orthopaedic Specialist, INC

Huntsville, AL

Job Description

Call Center Manager (Workforce Management & Performance Execution)

This role focuses on staff oversight, productivity, process improvement, and operational control.

Primary Responsibilities

Attendance management

Schedule adherence

Overtime control

Lunch/break compliance (not exceeding one hour)

Staffing coverage

Queue management

Call abandon rates

Average speed to answer

Productivity monitoring

Workforce planning

Daily reporting

Escalating staffing shortages

Coaching/corrective action

Typical Metrics

Call abandon rates

Average speed of answer

Hold times

Overtime hours

Attendance/tardiness/absence coverage

Schedule adherence

Productivity per FTE

Ideal Skill Set includes:

Strong operational discipline

Data-oriented mindset

Comfort with metrics/accountability

Workforce management experience

Decisive management style

Process improvement skills

Apply

Vacancy posted 10 days ago

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