About the Role:

The Call Center Manager will play a pivotal role in leading and optimizing call center operations across a large growing organization. This individual will collaborate with leadership and cross-functional teams to drive performance, implement key metrics, and foster a high-performing and customer-centric culture. The ideal candidate will have strong leadership abilities, excellent communication skills, and a proven ability to motivate teams while balancing business priorities.

This role will focus on driving results by leveraging in-house data and historical performance trends. The candidate must possess strong analytical skills with the ability to review, interpret, and extract key insights from data to enhance decision-making and improve overall performance.

Key Responsibilities:

• Lead and manage multiple call center teams across all Passport Health (including US, and Canada)
• Responsible for developing as needed and implementing key performance indicators (KPIs) to measure and enhance individual and team performance.
• Accountable for coaching, training, and mentorship to call center employees, ensuring professional growth and development.
• Oversee hiring, onboarding, and scheduling of call center staff to ensure adequate coverage and operational efficient.
• Partner with other necessary departments to ensure this is taking place effectively and efficiently
• Accountable for monitoring the call center operations and phone systems to optimize service levels and call prioritization.
• Ensure compliance with company policies, procedures, and service standards.
• Manage the Team Leads in managing client and potential client follow-up requests.
• Foster a positive and engaging team culture while addressing and resolving employee concerns.
• Conduct performance evaluations and deliver annual reviews for customer service representatives (CSRs).
• Manage shift scheduling to maintain consistent phone coverage and service availability.
• Handle additional projects and responsibilities as assigned by the Director of the Call Center.
  
  
  

Benefits Include:

• Health, Dental, and Vision insurance
• Paid time off
  
  
  

Work Location: In-person

Qualifications & Requirements:

• 3+ years of experience as a Customer Service Supervisor or Manager, overseeing multiple teams (25+ employees per team).
• Strong leadership skills with a track record of motivating and managing high-performing teams.
• Excellent communication skills, both verbal and written.
• Ability to thrive under pressure and manage multiple priorities effectively.
• Attendance, punctuality, and reliability are essential for success in this role.
• Strong problem-solving abilities with a data-driven approach to decision-making.