call center manager

Mississippi Sports Medicine

<div>The Call Center Manager provides operational leadership for centralized patient access and call center functions across a multi-site healthcare organization. This role is responsible for end-to-end oversight of call center performance, workforce management, systems optimization, reporting, and patient access outcomes.

This position serves as both a people leader and hands-on operator&mdash;driving daily execution, improving workflows, solving problems independently, and supporting strategic patient access initiatives with minimal oversight.

Reporting to the Director of Patient Access, this role partners across front-end operations to improve access, scheduling efficiency, and patient experience.

Essential Duties and Responsibilities

Call Center Operations Management
<ul>
<li>Lead daily operations for inbound and outbound call center functions across all sites.</li>
<li>Monitor and manage call center performance metrics, including service levels, abandonment rates, call handling efficiency, and scheduling throughput.</li>
<li>Maintain abandonment rates below established targets (goal: &lt;5%).</li>
<li>Monitor real-time call flow and adjust staffing resources dynamically to meet demand.</li>
<li>Ensure consistent adherence to scheduling protocols, workflows, and service standards.</li>
</ul>
Workforce Planning and Staffing
<ul>
<li>Develop and manage staffing models to support peak coverage and operational demands.</li>
<li>Manage staff schedules, PTO coverage, contingency planning, and real-time adjustments.</li>
<li>Recruit, interview, hire, onboard, and retain call center team members.</li>
<li>Maintain appropriate staffing levels to support service expectations and access goals.</li>
</ul>
Performance Management and Coaching
<ul>
<li>Conduct routine call audits and quality reviews.</li>
<li>Provide coaching, feedback, and performance development to staff.</li>
<li>Identify performance gaps and implement corrective action plans when needed.</li>
<li>Promote accountability while supporting team engagement and retention.</li>
<li>Drive reduction in repeat errors through structured coaching and follow-up.</li>
</ul>
Systems and Operational Oversight
<ul>
<li>Serve as operational owner for call center-related systems and workflows, including:</li>
<li><ul><li>EHR scheduling workflows</li>
<li>Call routing/telephony systems</li>
<li>Automation and AI-enabled tools (e.g., voice bots, self-scheduling tools)</li>
<li>Operational dashboards and reporting tools</li>
</ul></li><li>Troubleshoot system issues independently and coordinate vendor support as needed.</li>
<li>Optimize workflows to improve efficiency, reduce errors, and support patient access.</li>
<li>Train staff on proper system utilization and process adherence.</li>
</ul>
Reporting and Analytics
<ul>
<li>Produce and analyze daily, weekly, and monthly operational reports, including:</li>
<li><ul><li>Calls handled per agent</li>
<li>Abandonment rate</li>
<li>Scheduling accuracy</li>
<li>Referral activity</li>
<li>Productivity and access metrics</li>
</ul></li><li>Use data to guide staffing decisions and operational improvements.</li>
<li>Present insights, trends, and recommendations to leadership proactively.</li>
</ul>
Patient Access Optimization
<ul>
<li>Support initiatives to improve speed-to-appointment and patient access outcomes.</li>
<li>Reduce scheduling errors and improve routing accuracy.</li>
<li>Support implementation and adoption of self-scheduling and automation initiatives.</li>
<li>Ensure proper routing of patients based on payer, provider, specialty, and urgency.</li>
</ul>
Cross-Functional Collaboration
<ul>
<li>Partner with front desk, check-in, clinical teams, and referral coordinators to improve handoffs and workflows.</li>
<li>Promote collaboration and reduce process breakdowns across departments.</li>
<li>Support standardization of access workflows across locations.</li>
</ul>
Process Improvement and SOP Development
<ul>
<li>Develop, maintain, and refine standard operating procedures for scheduling, escalation, and call handling processes.</li>
<li>Continuously improve processes using data, trends, and operational feedback.</li>
<li>Recommend and support implementation of best practices in patient access operations.</li>
</ul>
Qualifications

Required
<ul>
<li>Bachelor&rsquo;s degree in Healthcare Administration, Business, Management, or related field preferred; equivalent experience may be considered.</li>
<li>Minimum 3&ndash;5 years of leadership experience in a call center, contact center, or patient access environment.</li>
<li>Experience managing high-volume operations and workforce planning.</li>
<li>Working knowledge of EHR scheduling systems, call routing platforms, and reporting tools.</li>
<li>Demonstrated success improving performance metrics and leading teams.</li>
</ul>
Preferred
<ul>
<li>Multi-site healthcare operations experience.</li>
<li>Experience with AI-enabled call systems or automation tools.</li>
<li>Strong analytical and reporting background.</li>
<li>Hospitality or high-volume service operations leadership experience may be considered.</li>
</ul>
Key Competencies
<ul>
<li>Operational leadership mindset</li>
<li>Independent problem solving and sound judgment</li>
<li>Data-driven decision making</li>
<li>Workforce planning and execution</li>
<li>Coaching and accountability</li>
<li>Systems and process optimization</li>
<li>Cross-functional collaboration</li>
<li>Strong communication and change management skills</li>
</ul>
Performance Measures

Success in this role will be measured through:
<ul>
<li>Call abandonment rate performance</li>
<li>Staffing coverage adherence</li>
<li>Reduction in scheduling and routing errors</li>
<li>Productivity and call volume conversion to scheduled visits</li>
<li>Patient access improvements (speed-to-appointment)</li>
<li>Team productivity and service outcomes</li>
<li>Standardization and continuous process improvement initiatives</li></ul></div>

CALL CENTER MANAGER

Mega Marketing Network

Position Available: Call Center (Sales) ManagerCompany: Shaadi Organization PakistanCategory: Marriage / Wedding ConsultancyEmployment Type: Full-Time | Office BasedOffice Locations:<ul><li>DHA, Phase V, Karachi</li><li>Gulshan-e-Iqbal, Block 5, Karachi</li></ul>Office Working Days: Monday to SaturdayOffice Timings: 11 AM - 8 PM (Morning Shift), 2 PM - 11 PM (Afternoon Shift)Shaadi Organization Pakistan is seeking dynamic, target-driven, and people-focused Sales Call Center Manager to supervise and guide our matrimonial sales consultants. The role involves driving performance, ensuring excellent client service, and motivating the team to meet and exceed sales targets. The ideal candidate will have experience in tele-sales, preferably high-value service industries, and possess strong leadership and coaching abilities.Key Responsibilities:Team Leadership &amp; Management<ul><li>Supervise a team of matrimonial sales representatives, ensuring daily, weekly, and monthly sales targets are achieved.</li><li>Conduct regular team meetings, briefings, and performance reviews.</li><li>Monitor calls and provide feedback to improve quality, conversions, and client satisfaction.</li><li>Maintain team discipline, punctuality, and adherence to company policies.</li></ul>Sales &amp; Performance<ul><li>Achieve personal and team sales goals by effectively converting leads into paying clients.</li><li>Assist team members with challenging calls or negotiations to secure client sign-ups.</li><li>Analyze sales performance reports and implement strategies to improve results.</li><li>Ensure the use of CRM systems to track leads, follow-ups, and conversions effectively.</li></ul>Training &amp; Development<ul><li>Train and coach team members in sales techniques, objection handling, and relationship-building skills.</li><li>Provide refresher training to improve product knowledge, service presentation, and closing abilities.</li></ul>Client Relationship Management<ul><li>Ensure a professional, empathetic, and solution-oriented approach in all client interactions.</li><li>Resolve escalated client concerns promptly to maintain trust and satisfaction.</li></ul>Requirements:<ul><li>Education: Bachelor&rsquo;s degree in Business, Marketing, or related field (preferred).</li><li>Experience: Minimum 5 years in tele-sales, with at least 2 years in a team lead/supervisory role.</li><li>Preferably Female</li><li>For more details read our career page. Shaadi.org.pk</li><li>Strong sales and negotiation skills.</li><li>Excellent verbal and written communication.</li><li>Leadership and people management abilities.</li><li>Good command over CRM software and call center tools.</li><li>Empathy, cultural sensitivity, and professionalism in handling matrimonial clients.</li></ul>Key Performance Indicators (KPIs):<ul><li>Monthly team sales target achievement rate.</li><li>Lead-to-client conversion ratio.</li><li>Average revenue per client.</li><li>Customer satisfaction scores.</li><li>Call quality and compliance adherence.</li></ul>How to Apply:Interested candidates should read Shaadi Organization Pakistan website's career page (shaadi.org.pk/career) twice and understand our work philosophy and send<ul><li>Updated CV</li><li>Recent photograph</li><li>Mention your skills related to this job post in the covering letter.</li><li>Email: hr@shaadi.org.pk</li><li>Subject Line: Application for Female Call Center - Team Lead</li><li>WhatsApp CV: 0332 3050498 or 0342 8750 329 or 03309976707</li><li>Only shortlisted candidates will be contacted for the interview.</li></ul>Pay: Rs100,000.00 - Rs125,000.00 per monthApplication Question(s):<ul><li>Do you have call center management experience especially related to sales?</li></ul>Education:<ul><li>Bachelor's (Required)</li></ul>Experience:<ul><li>Call Center: 5 years (Required)</li></ul>Work Location: In person

Call Center Manager

Scaleup Connect

Call Center Manager<ul><li>Location: Lahore, Punjab, Pakistan</li><li>Job Type: Full-time</li><li>Work Mode: On-site</li><li>Schedule: Monday to Saturday, 9:30 AM &ndash; 6:00 PM</li><li>Gender Preference: Male</li></ul>About the RoleScaleup Connect is hiring a Call Center Manager on behalf of its client. We are looking for an experienced operations leader responsible for overall call center performance, including team management, service quality, KPI achievement, customer satisfaction improvement, and cost control &mdash; ensuring efficient and stable day-to-day operations.Key Responsibilities<ul><li>Oversee daily call center operations and ensure SLA compliance</li><li>Define and monitor KPIs such as call answer rate, response time, and customer satisfaction</li><li>Manage and train agents and team leaders to continuously improve performance</li><li>Optimize call handling processes to enhance efficiency and customer experience</li><li>Handle escalated customer complaints and critical issues</li><li>Coordinate with sales, technical, and other departments</li><li>Control operational costs and improve resource utilization</li><li>Prepare regular reports and improvement plans</li></ul>Requirements<ul><li>Diploma or above &mdash; Bachelor's degree preferred</li><li>At least 4 years of call center experience, with 2+ years in a managerial role</li><li>Familiar with call center KPIs and SLAs</li><li>Strong leadership and communication skills</li><li>Ability to work under pressure and solve problems effectively</li><li>Proficient in MS Office and call center systems</li><li>Good command of English (working proficiency required)</li></ul>Preferred Qualifications<ul><li>Experience in e-commerce, after-sales, or technical support call centers</li><li>Experience managing multilingual teams (English + Urdu) is a plus</li><li>Familiarity with CRM systems such as Salesforce</li></ul>Pay: Rs120,000.00 - Rs150,000.00 per monthWork Location: In person

Spread Peace Solution

Job Description: We are looking for an experienced Call Center Manager to lead and manage daily operations. You will handle team performance, client communication, and campaign execution. You must have strong leadership skills and a clear understanding of call center workflows.Key Responsibilities:<ul><li>Manage and supervise call center agents</li><li>Handle multiple campaigns and ensure performance targets are met</li><li>Communicate with clients and manage relationships</li><li>Negotiate campaign terms and pricing with clients</li><li>Monitor call quality and improve team performance</li><li>Prepare reports and track KPIs</li><li>Train and support team members</li></ul>Requirements:<ul><li>Minimum 5 years of experience in the call center industry</li><li>Proven experience managing campaigns</li><li>Strong client handling and negotiation skills</li><li>Good communication and leadership abilities</li><li>Ability to work under pressure and meet targets</li></ul>Preferred Skills:<ul><li>Experience in outbound and inbound campaigns</li><li>Knowledge of CRM tools</li><li>Strong problem solving skills</li></ul>Pay: Rs60,000.00 - Rs100,000.00 per monthWork Location: In person

anekor

We are urgently seeking a Call Center Manager for one of our clients, a growing startup company based in Karachi.Responsibilities<ul><li>Manage daily call center operations</li><li>Lead, train, and supervise call center agents</li><li>Set daily/weekly sales targets for the team</li><li>Drive sales and ensure achievement of revenue goals</li><li>Develop and improve call scripts to increase conversions</li><li>Monitor agent performance and provide daily feedback</li><li>Conduct daily team meetings and motivation sessions</li><li>Personally handle important or difficult customer calls</li><li>Ensure proper follow-up on all leads and inquiries</li><li>Maintain simple manual records of calls, leads, and sales</li><li>Identify performance gaps and take corrective actions</li><li>Work closely with management to improve sales output</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree (preferred but not mandatory)</li><li>4&ndash;7 years of experience in call center, telesales, or direct sales</li><li>At least 2 years in a team lead or supervisory role</li><li>Strong sales background (tele sales experience preferred)</li><li>Good communication skills in Urdu and basic English</li><li>Strong leadership and team handling skills</li><li>Target-oriented and sales-driven mindset</li></ul>Salary: Market CompetitiveLocation: KarachiWork Location: In person

Automated Health Systems

<div>Automated Health Systems is seeking an Call Center Manager to support contact center operations and staff leadership to support the Mass Health Medicaid project.
<h2 class="jobSectionHeader">
Benefits</h2>
<ul><li>Health, dental, and vision insurance</li>
<li>401(k)</li>
<li>Employee wellness program</li>
<li>Training and career growth opportunities</li>
</ul><h2 class="jobSectionHeader">Responsibilities</h2>
<ul><li>Support oversight of daily contact center operations</li>
<li>Supervise contact center supervisors and staff</li>
<li>Monitor service level metrics and operational performance</li>
<li>Assist with staff scheduling and workforce coordination</li>
<li>Review reports and analyze operational trends</li>
<li>Support staff training and development</li>
<li>Monitor contact center systems and performance</li>
<li>Collaborate with leadership on operational improvements</li>
</ul>Requirements:
<h2 class="jobSectionHeader">Qualifications</h2>
<ul><li>Bachelor&rsquo;s degree in related field or equivalent experience required</li>
<li>3&ndash;5 years of call center management experience</li>
<li>Experience in healthcare or human services preferred</li>
<li>Strong leadership and communication skills</li>
<li>Strong computer and reporting skills</li>
</ul>
Automated Health Systems is an Equal Opportunity Employer.</div>

Careers Inc

We are looking for a highly motivated Call Center Manager to oversee the full client lifecycle, ensuring rigorous gathering of case requirements, timely communication, and outstanding customer satisfaction. This role involves managing a client service team, implementing retention strategies, and collaborating with various departments to deliver a seamless, high-quality experience for our clients.RESPONSIBILITIES:<ul><li>Recruit, train, and manage a client service team to ensure efficient, high-quality client interactions.</li><li>Develop and maintain processes to accurately and thoroughly collect case details, documentation, and any relevant information from new and existing clients.</li><li>Proactively design and implement programs to maintain strong client relationships, address concerns, and minimize client attrition.</li><li>Serve as the primary point of contact for clients, ensuring prompt and transparent updates regarding their cases.</li><li>Work closely with intake, litigation, and marketing teams to streamline handoffs and maintain accurate data flow.</li><li>Track and analyze key performance indicators (KPIs) to ensure team productivity, call quality, and patient satisfaction goals are met.</li><li>Leverage CRM tools (Salesforce preferred) to document client interactions, organize case details, and generate performance reports.</li><li>Supervise, motivate, and train call center agents to ensure they meet performance standards and provide exceptional service.</li></ul>REQUIERIMENTS: <ul><li>Bachelor&rsquo;s degree in Business, Management, or related field (or equivalent work experience).</li><li>Minimum of 3+ years of experience in a client-facing or call center environment, with proven leadership responsibilities.</li><li>Experience in the legal industry is a plus but not mandatory.</li><li>Willing to work a 1:00PM-10:00PM schedule. On-site</li><li>Complete fluency in English (verbal and written).</li><li>Proficiency in CRM software (Salesforce preferred) for client and case tracking.</li><li>Solid knowledge of MS Office (Word, Excel, PowerPoint) for daily administrative tasks and data analysis. Familiarity with VoIP phone systems is advantageous.</li><li>Excellent communication, interpersonal, and leadership skills.</li><li>Strong problem-solving abilities and attention to detail.</li><li>Ability to thrive in a fast-paced environment while maintaining high service standards.</li></ul>Job Type: Full-timeWork Location: In person

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