Call Center Manager

Department: Management
Reports To: Director of Global Healthcare Operations
Location: Los Angeles, CA
Employment Type: Full-Time
FLSA Status: Exempt
Pay Range: $70, 304 annually
Travel: Regular local travel between clinic locations may be required

The Call Center Manager is responsible for the overall planning, coordination, performance, and operational effectiveness of the call center. This position oversees daily call center activities, systems, processes, staffing, quality assurance, and customer service standards while ensuring that established productivity and performance expectations are consistently achieved.

The Call Center Manager will lead and support VA staff, develop and implement strategies to improve call center performance, monitor key performance indicators, and identify opportunities to improve efficiency, call handling, accuracy, responsiveness, and overall customer satisfaction. This position works closely with Operations, Clinic Management, Human Resources, and other departments to ensure that call center activities effectively support the organization's operational and patient-service needs.

• Oversee the day-to-day operations and workflow of the call center.
• Establish objectives, priorities, procedures, and performance expectations for call center activities.
• Ensure call center systems, processes, and workflows are functioning effectively and efficiently.
• Monitor call volume, staffing levels, call wait times, abandonment rates, response times, accuracy, productivity, and other applicable performance indicators.
• Identify operational inefficiencies and implement process improvements to improve productivity and service quality.
• Develop and maintain procedures for telephone handling, ordering, scheduling, communication, escalation, and other applicable call center functions.
• Ensure call center operations remain aligned with organizational policies, procedures, and service standards.
• Monitor daily, weekly, and monthly performance against established goals and expectations.
• Collaborate with leadership to establish measurable departmental objectives and performance targets.
• Identify operational risks, recurring issues, and service gaps and take appropriate action to address them.

• Supervise, lead, and support VA call center personnel.
• Participate in the hiring, onboarding, training, coaching, and development of call center staff.
• Establish clear performance expectations and provide ongoing feedback regarding productivity, quality, attendance, customer service, and adherence to procedures.
• Conduct performance evaluations and address performance concerns in partnership with Human Resources and department leadership, as appropriate.
• Identify training opportunities and coordinate additional coaching or education when performance gaps are identified.
• Develop staffing strategies to ensure appropriate coverage based on call volume and operational needs.
• Promote accountability, professionalism, teamwork, and consistent adherence to call center procedures.
• Recognize strong performance and provide appropriate support and direction when expectations are not being met.

• Develop and maintain quality assurance standards for call center interactions.
• Monitor and evaluate calls and other customer interactions to assess accuracy, professionalism, communication, and adherence to established procedures.
• Identify trends and recurring issues affecting service quality or customer satisfaction.
• Develop and implement corrective and improvement strategies based on quality assurance findings.
• Ensure staff consistently provide professional, courteous, accurate, and timely customer service.
• Monitor customer service metrics and identify opportunities to improve the overall customer experience.
• Partner with appropriate departments to resolve recurring service concerns and improve communication between the call center and clinic teams.
• Maintain consistent standards for telephone etiquette, information accuracy, documentation, escalation, and issue resolution.

• Collect, maintain, and analyze call center performance data and operational statistics.
• Monitor key performance indicators, including call volume, answer rates, wait times, abandonment rates, productivity, accuracy, quality assurance scores, and customer service metrics.
• Prepare daily, weekly, monthly, and ad hoc…