Call Center Operations Manager

Position Overview:

The Call Center Operations Manager will lead a remote team focused on delivering an exceptional patient experience through efficient communication, empathy, and service excellence. This role ensures that every interaction — whether inbound or outbound — reflects the organization’s commitment to patient care, professionalism, and satisfaction.

Key Responsibilities:

• Lead, coach, and manage call center teams.
• Monitor Teams’ performance metrics.
• Develop and maintain standard operating procedures (SOPs) for inbound and outbound operations.
• Oversee workforce management, including scheduling, attendance, and staffing levels.
• Conduct regular performance reviews and provide feedback and development plans for team members.
• Excellent verbal and written communication skills with a strong command of voice and accent suitable for patient-facing communication.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• 5+ years of experience in call center or customer service operations, including 2+ years in a supervisory or managerial role.
• Strong leadership, organizational, and communication skills.
• Experience in healthcare, insurance, or DME/orthotics domain (preferred but not mandatory).

Job Type: Full-time

Work Location: Remote