call center operations manager

BTI Solutions

<div>Call Center Operations Manager AO7177465<div>
Top skills:<br>
<ul><li>Process Improvement</li><li>Vendor Management</li><li>Business Analysis</li></ul><br>
Schedule: Fully onsite<br>
<br>
KEY RESPONSIBILITES/REQUIREMENTS:<br>
<br>
Position Summary<br>
The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints.<br>
This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.<br>
<br>
Roles &amp; Responsibility<br>
<ul><li>Develop and execute strategies to improve customer experience metrics and optimize operational efficiency</li><li>Leverage NPS results, Medallia survey data and KPI results to provide actionable insights and drive process improvements</li><li>Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives</li><li>Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows</li><li>Case-manage customer escalations</li><li>Act as main point of contact for Call Center BPO and Third-Party Administrator</li><li>Lead training and development programs to enhance team capabilities in customer experience and process improvement</li></ul><br>
Minimum Qualifications<br>
<ul><li>Bachelor's degree in Business Administration, Operations Management, or a related field.</li><li>5 years of experience in operations management or a related role.</li><li>Proven track record of improving customer experience and operational processes.</li><li>Strong analytical skills with the ability to interpret data and make data-driven decisions.</li><li>Excellent communication and leadership skills.</li></ul><br>
Preferred Qualifications<br>
<ul><li>Experience in the mobile device protection industry.</li><li>Familiarity with process improvement methodologies such as Lean or Six Sigma.</li><li>Experience managing cross-functional teams in a fast-paced environment.</li></ul></div><p></p><h1 class="jobSectionHeader"><b>
Why work at BTI?</b></h1><p></p><p>
We&rsquo;re committed to creating a workplace where employees feel valued, supported, and empowered to grow. Our team benefits from competitive compensation, comprehensive health and wellness offerings, and opportunities for professional development. We are proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status.</p><p></p><p>
We comply with all applicable federal, state, and local employment laws, including those related to fair hiring practices, pay transparency, workplace safety, and reasonable accommodations. We are dedicated to maintaining an inclusive environment where everyone has the opportunity to succeed and contribute meaningfully.</p></div>

Call Center Operations Manager AO7177465

Sukoon Insurance

<div>
 <p>
  <strong>
   Job Summary:
  </strong>
 </p>
 <ul>
  <li>
   Efficiently lead the Contact Centre&rsquo;s team to continuously improve Customer Service &amp; Production through consistent delivery of superior customer experience.
  </li>
  <li>
   Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP&rsquo;s and Department Objectives.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Accountabilities:
  </strong>
 </p>
 <ul>
  <li>
   Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
  </li>
  <li>
   Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
  </li>
  <li>
   Training &amp; Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
  </li>
  <li>
   Updating team members on Process changes, new product release &amp; system changes.
  </li>
  <li>
   Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
  </li>
  <li>
   Accountable for direct sales in the consumer lines of business;
  </li>
  <li>
   Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
  </li>
  <li>
   Quality Scores : Maintaining high call quality standards through daily guidance , buddy training &amp; calls monitoring.
  </li>
  <li>
   Set and measure performance targets for speed, efficiency, sales and quality;
  </li>
  <li>
   Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
  </li>
  <li>
   Set and measure performance targets for speed, efficiency, sales and quality;
  </li>
  <li>
   Monitor random calls to improve quality, minimize errors and track call center agent performance;
  </li>
  <li>
   Organize staffing, including shift patterns and the number of staff required to meet demand;
  </li>
  <li>
   Forecast and analyze data against budget figures on a weekly and/or monthly basis;
  </li>
  <li>
   Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.
  </li>
  <li>
   Support team development through periodic review, mentoring, counseling, and feedback.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Performance Indicators (KPIs):
  </strong>
 </p>
 <ul>
  <li>
   CC abandoned rate
  </li>
  <li>
   GPW production
  </li>
  <li>
   Team&rsquo;s Product knowledge
  </li>
  <li>
   GPW Production
  </li>
  <li>
   Team&rsquo;s Quality scores
  </li>
  <li>
   Service Excellency &amp; Complaint Management
  </li>
  <li>
   Team&rsquo;s Data Capture &amp; Accuracy
  </li>
  <li>
   MIS &amp; Reporting
  </li>
  <li>
   Initiative
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Skills Required:
  </strong>
 </p>
 <ul>
  <li>
   Proven experience as call center manager or similar position.
  </li>
  <li>
   Knowledge of performance evaluation and customer service metrics .
  </li>
  <li>
   Solid understanding of reporting and budgeting procedures.
  </li>
  <li>
   Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
  </li>
  <li>
   Proficient in MS Office and call center equipment/software programs.
  </li>
  <li>
   Outstanding communication and interpersonal skills.
  </li>
  <li>
   Excellent organizational and leadership skills with a problem-solving ability.
  </li>
  <li>
   Positive and patient.
  </li>
  <li>
   Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Education, Experience and Formal/Professional Qualifications:
  </strong>
 </p>
 <ul>
  <li>
   Graduate of any bachelor&rsquo;s degree
  </li>
  <li>
   5 years experience in Insurance / Finance industry
  </li>
  <li>
   5 years experience in Call Center /Customer service team lead role
  </li>
 </ul>
 <p>
 </p>
</div>


Manager, Call Center

Wave 2.0

<p><b>About Wave 2.0</b></p><p>Wave 2.0 is a premier performance based organization specializing in high intent lead generation for the US insurance sector. We are seeking a seasoned <b>Senior Dialer Handler</b> to take full ownership of our dialing infrastructure and data management. This is a high impact role for a professional who understands the nuances of US insurance campaigns and knows how to scale operations through efficiency and precision.</p><p><b>The Role</b></p><p>You will serve as the technical lead for our outbound operations. This role goes beyond basic dialer maintenance; you will be responsible for end-to-end data strategy, high level troubleshooting, and optimizing campaign ROI. We are looking for an expert who can independently manage complex workflows and mentor team members to drive higher transfer rates for our ACA and Medicare projects.</p><p><b>Key Responsibilities</b></p><ul><li><b>Strategic Dialer Management:</b> Lead the end-to-end configuration and optimization of multi line auto dialer systems to maximize throughput and connectivity.</li><li><b>Advanced Data Strategy:</b> Lead lead scrubbing, segmentation, and distribution strategies to ensure our agents are always working high intent data.</li><li><b>Campaign Lifecycle Optimization:</b> Proactively manage and adjust campaign parameters based on real time feedback and market trends to ensure consistent performance.</li><li><b>Carrier &amp; Connectivity Oversight:</b> Manage relationships and performance with Tier-1 carriers; proactively troubleshoot and resolve connectivity or VOIP latency issues.</li><li><b>Advanced Reporting:</b> Develop and present deep dive analysis on lead quality, agent performance, and campaign profitability to senior leadership.</li><li><b>Leadership &amp; Mentorship:</b> Provide technical guidance to the team, acting as the primary point of contact for all dialer related technical escalations.</li></ul><p><b>Requirements</b></p><ul><li><b>Experience:</b> 3&ndash;5 years of dedicated experience as a Dialer Handler, Dialer Manager, or Campaign Operations Manager within a US market call center.</li><li><b>Deep Technical Expertise:</b> Mastery of industry standard dialers (e.g., ViciDial, GoAutoDial) and deep familiarity with VOIP infrastructure, carrier routing, and API integrations.</li><li><b>Domain Knowledge:</b> Comprehensive understanding of ACA and Medicare lead flow, compliance standards (TCPA), and lead-to-transfer ratios.</li><li><b>Analytical Rigor:</b> Proven ability to manage large datasets and make data-driven decisions that directly impact revenue and efficiency.</li><li><b>Proven Track Record:</b> Demonstrated history of scaling campaign success and maintaining stable connectivity during high volume periods.</li><li><b>Reliability:</b> Commitment to a consistent night shift schedule and the ability to work under high pressure scenarios.</li></ul><p><b>Why Join Wave 2.0?</b></p><ul><li><b>Competitive Pay:</b> A structured base salary of 80,000 PKR, commensurate with your 3&ndash;5 years of experience.</li><li><b>Lucrative Commissions:</b> High performance incentive structures designed for senior-level contributions.</li><li><b>Professional Growth:</b> A seat at the table with a team that values technical expertise and operational excellence.</li><li><b>Empowered Environment:</b> You will have the autonomy to implement your strategies to optimize our infrastructure.</li></ul><p>Pay: Rs60,000.00 - Rs80,000.00 per month</p><p>Work Location: In person</p>

Senior Dialer Handler / Campaign Operations Manager

Wynn Al Marjan Island

<div>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 About Wynn Al Marjan Island:
 <br/>
 <br/>
 On schedule to open in the United Arab Emirates in 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination for discerning guests to play and relax. Located less than 50 minutes from Dubai International Airport, this integrated resort offering 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five-star spa is currently under construction on a picturesque island that gracefully curves into the Arabian Gulf.
 <br/>
 <br/>
 <strong>
  About The Position
  <br/>
  <br/>
 </strong>
 Wynn Al Marjan Island is currently seeking an Agent to join the resort&rsquo;s Call Center Operations team.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 The primary duties and responsibilities of this role are:
 <br/>
 <br/>
 <ul>
  <li>
   Answer incoming calls promptly and professionally, following brand standards.
  </li>
  <li>
   Assist guests with room reservations, service requests, and general inquiries.
  </li>
  <li>
   Coordinate with internal departments to fulfill guest needs efficiently.
  </li>
  <li>
   Provide accurate information about hotel services, amenities, and local attractions.
  </li>
  <li>
   Handle guest complaints or concerns with empathy and escalate when necessary.
  </li>
  <li>
   Maintain detailed records of calls, requests, and follow-ups.
  </li>
  <li>
   Process wake-up calls, room service orders, and special arrangements.
  </li>
  <li>
   Ensure confidentiality and security of guest information.
  </li>
  <li>
   Ensure qualitative Forbes Five Star standards are delivered.
  </li>
  <li>
   Support front desk operations during peak hours or special events.
  </li>
  <li>
   Stay updated on property policies, promotions, and procedures.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About You
  <br/>
  <br/>
 </strong>
 The ideal candidate for this position will have the following experience and qualifications:
 <br/>
 <br/>
 <ul>
  <li>
   Previous experience in a call center or customer service role preferred.
  </li>
  <li>
   Strong verbal communication and listening skills.
  </li>
  <li>
   Ability to multitask and work in a fast-paced environment.
  </li>
  <li>
   Proficiency in Microsoft Office and property management systems.
  </li>
  <li>
   Fluency in English; additional languages are a plus.
  </li>
  <li>
   Professional phone etiquette and customer-focused attitude.
  </li>
  <li>
   Shift-based schedule including weekends, holidays, and evenings.
  </li>
  <li>
   Primarily desk-based with extended periods of phone use.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Wynn Al Marjan Island&rsquo;s Benefits
  <br/>
  <br/>
 </strong>
 We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package, incentive programs, and other employee benefits . The result is a package that makes this role highly attractive to outstanding applicant s seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.
</div>


Agent - Call Center Operations

<div>Overview:
<div><b>
Application Deadline:</b> Ongoing until positions are filled.</div><div>
to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.</div><div></div><div><b><br>
About TP</b></div><div>
TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.</div><div></div><div><b><br>
Benefits of working with TP include</b></div><div>
TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.</div><div>
We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.</div><div>
We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.</div><div></div><div><b><br>
Career Growth and Culture</b></div><div>
At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.</div><div>
TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.</div><div></div><div><b><br>
Equal Opportunity Employer</b></div><div>
TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</div><div>
If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.</div><br>
<div></div>
Responsibilities:
<div><b>
Your Responsibilities</b></div><ul><li>
Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.</li><li>
Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.</li><li>
Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.</li><li>
Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.</li><li>
Thrive as a team player in a fast-paced, high-energy, change-oriented environment.</li><li>
Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client</li><li>
Performs other related duties and assignments as required.</li></ul>
Qualifications:
<div><b>
Qualifications</b></div><ul><li>
Sales leadership</li><li>
Bachelor&rsquo;s degree from an accredited college or university or equivalent work experience</li><li>
Two to three years of contact center management experience.</li><li>
Currently a supervisor or above with excellent TOPS implementation skills</li><li>
Experience managing programs with varying service objectives, agent skill requirements and technical solutions.</li><li>
Strong verbal, listening, and written communications skills required</li><li>
Excellent attendance history is required.</li><li>
Some travel may be required</li><li>
Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions</li><li>
Experience managing multiple programs concurrently is a plus.</li><li>
Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.</li><li>
Excellent verbal and oral communication skills.</li></ul><div></div><div><b><br>
Soft Skills</b></div><ul><li>
Process Excellence</li><li>
Collaboration</li><li>
Communication</li><li>
Emotional Intelligence</li><li>
Open-Mindedness</li><li>
Critical Thinking</li><li>
Solution Orientation</li><li>
Entrepreneurship</li><li>
AI Proficiency</li><li>
Data Literacy</li></ul><div></div><div><b><br>
Be Part of Our TP Family</b></div><div>
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.</div></div><div></div>

Contact Center Assistant Operations Manager

Brigham and Women's Hospital, Inc.

<div>Site: The Brigham and Women's Hospital, Inc.<p></p><p><br>
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.</p><p></p><p><b><br>
Job Summary</b></p>
The ideal candidate is an organized, proactive professional with strong experience in call center operations and clinic administration. They excel at assisting support staff, managing daily workflows, and ensuring smooth clinic operations within a fast‑paced, multidisciplinary environment. Working alongside internationally recognized clinicians and researchers at the Center for Pain Medicine, they support an interdisciplinary team dedicated to improving the lives of patients with acute and chronic pain. While not involved in direct patient care, they demonstrate professionalism, empathy, and a commitment to enhancing the patient experience as part of a world‑class program at Brigham and Women&rsquo;s Hospital.<br>
<br>
Summary<br>
Responsible for ensuring the smooth operation of clinical practice, providing leadership to the clinic team, and enhancing patient care delivery. This position requires a proactive individual with strong organizational and communication skills who can effectively manage administrative tasks while supervising support staff.<br>
<br>
Does this position require Patient Care?<br>
No<br>
<br>
Essential Functions<br>
<ul><li>Supervise and mentor clinic support staff, including administrative and clinical assistants.
</li><li>Oversee daily operations to ensure efficient workflow and high-quality patient care.
</li><li>Collaborate with healthcare providers to coordinate patient appointments and manage patient flow.
</li><li>Implement and maintain clinic policies and procedures to enhance operational efficiency.
</li><li>Assist in training new staff and providing ongoing education for existing staff.
</li><li>Manage patient inquiries, concerns, and feedback to ensure satisfaction and compliance with standards.</li></ul><p></p><div><div><div><div><div><div><div><p><b><br>
Qualifications</b></p></div></div></div></div></div></div></div><div>
Education<br>
Associate's Degree Healthcare Administration required and Bachelor's Degree Healthcare Administration preferred<br>
<br>
Can this role accept experience in lieu of a degree?<br>
Yes<br>
<br>
Licenses and Credentials<br>
<br>
Experience<br>
Experience working in a healthcare setting 3-5 years required and Experience in a leadership or supervisory role 2-3 years required<br>
<br>
Knowledge, Skills and Abilities<br>
<ul><li>Strong leadership and team management abilities.</li><li>Excellent communication and interpersonal skills.</li><li>Proficiency in electronic health record (EHR) systems and office software.</li><li>Knowledge of medical terminology, billing, and coding processes.</li><li>Ability to multitask and manage competing priorities in a fast-paced environment.</li></ul></div><p></p><div><div><div><div><div><div><div><p><b><br>
Additional Job Details (if applicable)</b></p></div></div></div></div></div></div></div><p><b>
Physical Requirements</b></p><ul><li>
Standing Frequently (34-66%)</li><li>
Walking Frequently (34-66%)</li><li>
Sitting Occasionally (3-33%)</li><li>
Lifting Frequently (34-66%) 35lbs+ (w/assisted device)</li><li>
Carrying Frequently (34-66%) 20lbs - 35lbs</li><li>
Pushing Occasionally (3-33%)</li><li>
Pulling Occasionally (3-33%)</li><li>
Climbing Rarely (Less than 2%)</li><li>
Balancing Frequently (34-66%)</li><li>
Stooping Occasionally (3-33%)</li><li>
Kneeling Occasionally (3-33%)</li><li>
Crouching Occasionally (3-33%)</li><li>
Crawling Rarely (Less than 2%)</li><li>
Reaching Frequently (34-66%)</li><li>
Gross Manipulation (Handling) Frequently (34-66%)</li><li>
Fine Manipulation (Fingering) Frequently (34-66%)</li><li>
Feeling Constantly (67-100%)</li><li>
Foot Use Rarely (Less than 2%)</li><li>
Vision - Far Constantly (67-100%)</li><li>
Vision - Near Constantly (67-100%)</li><li>
Talking Constantly (67-100%)</li><li>
Hearing Constantly (67-100%)</li></ul><p></p><div><div><div><div><div><div><div><p><b><br>
Remote Type</b></p></div></div></div></div></div></div></div>
Onsite<p></p><div><div><div><div><div><div><div><p><b><br>
Work Location</b></p></div></div></div></div></div></div></div>
850 Boylston Street<p></p><div><div><div><div><div><div><div><p><b><br>
Scheduled Weekly Hours</b></p></div></div></div></div></div></div></div>
40<p></p><div><div><div><div><div><div><div><p><b><br>
Employee Type</b></p></div></div></div></div></div></div></div>
Regular<p></p><div><div><div><div><div><div><div><p><b><br>
Work Shift</b></p></div></div></div></div></div></div></div>
Day (United States of America)<p></p><p><b><br>
Pay Range</b></p>
$21.73 - $31.02/Hourly<p></p><p><b><br>
Grade</b></p>
5<br>
<p></p>
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.<p></p><div><div><div><div><div><div><div><p><b><br>
EEO Statement:</b></p></div></div></div></div></div></div></div>
2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran&rsquo;s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.<p></p><h2 class="jobSectionHeader"><b><br>
Mass General Brigham Competency Framework</b></h2><div><div><p>
At Mass General Brigham, our competency framework defines what effective leadership &ldquo;looks like&rdquo; by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.</p></div></div></div>

Clinic/Practice Assistant Lead

Strive Recovery

<p></p><div><h1 class="jobSectionHeader"><b>Admissions Intake Substance Use Disorder Manager</b></h1>
<p>
Remote | Full-Time | Management | Substance Use / Behavioral Health</p><br>
<p></p>
<h2 class="jobSectionHeader"><b>
About Us</b></h2>
<p>
Strive Recovery is a results-driven residential substance use treatment facility providing 3.5 (Clinically Managed High-Intensity Residential) and 3.1 (Clinically Managed Low-Intensity Residential) levels of care. We are on a mission to build elite, compassionate teams that transform lives &mdash; and we need an all-star Call Center Manager to lead that charge.</p><br>
<p></p>
<h2 class="jobSectionHeader"><b>
Role Overview</b></h2>
<p>
We are seeking a high-performance, hands-on Call Center Manager to remotely lead our admissions and outreach call center team. This is a working management role &mdash; you will not only direct and develop your team of 5+ direct reports, but actively participate in call operations while driving accountability, quality, and results across all inbound and outbound call efforts.</p>
<p>
The ideal candidate is an energetic, organized leader with a proven record in behavioral health or substance use treatment call environments &mdash; someone who builds championship-caliber teams, owns the numbers, and thrives in a fast-paced remote setting.</p>
<h2 class="jobSectionHeader"><b>
Key Responsibilities</b></h2>
<p><b>
Team Leadership &amp; Development</b></p>
<ul><li> Directly manage, coach, and develop a remote team of 5+ call center staff</li></ul>
<ul><li> Set a high-performance culture rooted in accountability, urgency, and compassion</li></ul>
<ul><li> Conduct regular 1:1s, team huddles, call reviews, and performance evaluations</li></ul>
<ul><li> Design and implement onboarding, ongoing training, and skills development programs</li></ul>
<ul><li> Identify and cultivate top talent; build bench strength for an all-star team</li></ul>
<p><b>
Operations &amp; Process Management</b></p>
<ul><li> Establish and enforce call center SOPs, policies, and coverage schedules</li></ul>
<ul><li> Oversee and optimize systems, technology, and workflows to maximize efficiency</li></ul>
<ul><li> Ensure adequate staffing and coverage across all shifts and call queues</li></ul>
<ul><li> Manage call routing, queue management, and escalation protocols</li></ul>
<ul><li> Monitor real-time and historical performance data; generate reports for leadership</li></ul>
<p><b>
Quality Assurance &amp; Accountability</b></p>
<ul><li> Maintain rigorous QA standards for all inbound and outbound call activity</li></ul>
<ul><li> Listen to recorded calls, provide timely feedback, and enforce service quality benchmarks</li></ul>
<ul><li> Hold team members accountable to KPIs including conversion rates, response times, and follow-up completion</li></ul>
<ul><li> Address performance issues swiftly and constructively to protect team output</li></ul>
<p><b>
Verification of Benefits (VOB) Oversight</b></p>
<ul><li> Oversee and ensure accurate, timely completion of insurance verification of benefits for all prospective patients</li></ul>
<ul><li> Train staff on VOB processes and ensure compliance with payer requirements</li></ul>
<ul><li> Resolve complex VOB issues and serve as an escalation point for insurance-related questions</li></ul>
<p><b>
Admissions &amp; Outreach</b></p>
<ul><li> Drive inbound admissions inquiries through responsive, empathetic, and effective call handling</li></ul>
<ul><li> Lead and monitor outbound call campaigns to referral sources and prospective patients</li></ul>
<ul><li> Collaborate cross-functionally with clinical, admissions, and business development teams</li></ul>
<ul><li> Address urgent issues &mdash; including after-hours situations &mdash; with appropriate speed and judgment</li></ul>
<h2 class="jobSectionHeader"><b>
Requirements</b></h2>
<p><b>
Experience</b></p>
<ul><li> 2+ years of Admissions Intake Management experience specifically within a residential substance use treatment facility</li></ul>
<ul><li> Demonstrated experience at 3.5 (Clinically Managed High-Intensity Residential) level of care; familiarity with 3.1 level of care preferred</li></ul>
<ul><li> Minimum 5 direct reports managed in a call center environment</li></ul>
<ul><li> Proven experience running Verification of Benefits (VOB) processes</li></ul>
<ul><li> Track record of managing and leading remote teams effectively</li></ul>
<p><b>
Skills &amp; Competencies</b></p>
<ul><li> Strong command of call center systems, CRMs, and remote communication tools</li></ul>
<ul><li> Ability to design and implement processes, policies, and training programs from the ground up</li></ul>
<ul><li> Exceptional organizational and time management skills with ability to prioritize competing demands</li></ul>
<ul><li> High sense of urgency &mdash; comfortable making quick decisions and resolving issues in real time</li></ul>
<ul><li> Excellent written and verbal communication skills</li></ul>
<ul><li> Data-driven mindset with the ability to interpret metrics and translate them into action</li></ul>
<ul><li> Deep understanding of behavioral health admissions, insurance landscape, and patient intake</li></ul>
<h2 class="jobSectionHeader"><b>
What We Offer</b></h2>
<ul><li> Fully remote position with a mission-driven, passionate team</li></ul>
<ul><li> Competitive compensation commensurate with experience</li></ul>
<ul><li> Opportunity to build and shape a best-in-class call center from a leadership position</li></ul>
<ul><li> Collaborative, high-growth environment where your impact is visible and valued</li></ul>
<ul><li> The chance to contribute meaningfully to patient access to life-saving addiction treatment</li></ul>
<h2 class="jobSectionHeader"><b>
How to Apply</b></h2>
<p>
If you are a driven call center leader with substance use treatment experience and the passion to build an elite team, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience &mdash; including your VOB background and the levels of care you have worked with.</p>
<p>
Apply directly through Indeed or Strive Recovery website. We look forward to connecting with you.</p>
<p>
Strive is an equal opportunity employer</p><br>
<p></p>
<p>
#IND</p></div><p></p>

Admissions Intake Substance Use Disorder Manager

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