call center operations manager

Scaleup Connect

<p>Call Center Manager</p><ul><li><b>Location:</b> Lahore, Punjab, Pakistan</li><li><b>Job Type:</b> Full-time</li><li><b>Work Mode:</b> On-site</li><li><b>Schedule:</b> Monday to Saturday, 9:30 AM &ndash; 6:00 PM</li><li><b>Gender Preference:</b> Male</li></ul><p><b>About the Role</b></p><p>Scaleup 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.</p><p><b>Key Responsibilities</b></p><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><p><b>Requirements</b></p><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><p><b>Preferred Qualifications</b></p><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><p>Pay: Rs120,000.00 - Rs150,000.00 per month</p><p>Work Location: In person</p>

Call Center Manager

Automated Health Systems

<div><p>Automated Health Systems is seeking an Call Center Manager to support contact center operations and staff leadership to support the Mass Health Medicaid project.</p>
<h2 class="jobSectionHeader"><b>
Benefits</b></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"><b>Responsibilities</b></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"><b>Qualifications</b></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>
<p>Automated Health Systems is an Equal Opportunity Employer.</p></div>

anekor

<p>We are urgently seeking a <b>Call Center Manager</b> for one of our clients, a growing startup company based in Karachi.</p><p><b>Responsibilities</b></p><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><p><b>Requirements</b></p><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><p>Salary: Market Competitive</p><p>Location: Karachi</p><p>Work Location: In person</p>

Mississippi Sports Medicine

<div><p>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.</p>
<p>
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.</p>
<p>
Reporting to the Director of Patient Access, this role partners across front-end operations to improve access, scheduling efficiency, and patient experience.</p>
<p><b>
Essential Duties and Responsibilities</b></p>
<p><b>
Call Center Operations Management</b></p>
<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>
<p><b>Workforce Planning and Staffing</b></p>
<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>
<p><b>Performance Management and Coaching</b></p>
<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>
<p><b>Systems and Operational Oversight</b></p>
<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>
<p><b>Reporting and Analytics</b></p>
<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>
<p><b>Patient Access Optimization</b></p>
<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>
<p><b>Cross-Functional Collaboration</b></p>
<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>
<p><b>Process Improvement and SOP Development</b></p>
<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>
<p><b>Qualifications</b></p>
<p><b>
Required</b></p>
<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>
<p><b>Preferred</b></p>
<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>
<p><b>Key Competencies</b></p>
<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>
<p><b>Performance Measures</b></p>
<p>
Success in this role will be measured through:</p>
<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><p></p>

CALL CENTER MANAGER

Spread Peace Solution

<p><b>Job Description:</b><br/>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.</p><p><b>Key Responsibilities:</b></p><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><p><b>Requirements:</b></p><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><p><b>Preferred Skills:</b></p><ul><li>Experience in outbound and inbound campaigns</li><li>Knowledge of CRM tools</li><li>Strong problem solving skills</li></ul><p>Pay: Rs60,000.00 - Rs100,000.00 per month</p><p>Work Location: In person</p>

General Dynamics Information Technology

<p></p><div><div><div><p>Your Impact</p><p>
Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.</p><p>
Job Description</p><div><p>
Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Customer Service Sr Manager/ Call Center Manager for a career where your growth is just as important as the mission you support.<br>
<br>
MEANINGFUL WORK AND PERSONAL IMPACT<br>
As a Customer Service Sr Manager, the work you&rsquo;ll do at GDIT will be impactful to the mission of our government customer. You will play a crucial role in managing the activities of a call center and providing a productive and motivating working environment.</p><ul><li>
Manage and oversee day-to-day operations of a Medicaid related Call Center
</li><li>Serve as oversight/supervisor of dedicated Medicaid Call Center staff/team by overseeing hiring, training, staff recognition, and performance evaluation. Manages customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, and training.</li><li>
Manage and oversee assigned Medicaid Call Center processes, procedures, tasks, and activities, ensuring adherence to Agency Quality Standards</li><li>
Addressing any issues/disputes from customers or clients.</li><li>
Acts as advisor to subordinates to meet schedules and/or resolve problems.
</li><li>Oversees the development and administration of schedules and performance requirements; may have budget responsibilities.</li><li>
Oversees the development and implementation of call center policies and procedures.
</li><li>Advises supervisors on how to handle escalated customer service issues as needed.</li><li>
Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs.</li><li>
Maintains accurate records of customer interactions and details of actions taken.</li></ul><p><br>
WHAT YOU&rsquo;LL NEED TO SUCCEED<br>
Bring your Call Center Management and Medicaid Customer Service expertise along with a drive for innovation to GDIT. The Customer Service Sr Manager must have:</p><br>
<ul><li>
Five (5) or more years of experience including at least four (4) years professional experience leading Call Center Operations teams, preferably in Medicaid or Medicare environment.</li><li>
Prior experience leading Service Desk, Provider Enrollment, Provider Assistance, Recipient Customer Service, or Electronic Media Claims Coordination preferred.
</li><li>Bachelor's degree in business, communications, or a related field (or equivalent experience)</li></ul><p></p><p>
Additional Information:</p><p>
Work Arrangements: Remote. Travel 20-50% to the Montgomery, AL area.</p><p>
Security: A background check will be required.</p><p>
Timeline: This is a contingent job posting. Work is not expected to begin until December 2026 or later.</p><div><br>
GDIT IS YOUR PLACE<br>
At GDIT, the mission is our purpose, and our people are at the center of everything we do.<br>
<ul><li>Growth: AI-powered career tool that identifies career steps and learning opportunities</li><li>Support: An internal mobility team focused on helping you achieve your career goals</li><li>Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off</li><li>Community: Award-winning culture of innovation and a military-friendly workplace</li></ul><br>
OWN YOUR OPPORTUNITY<br>
Explore an enterprise IT career at GDIT and you&rsquo;ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.</div>
</div></div><div><div><div><p>Work Requirements</p></div></div><div></div><div><div>
Years of Experience<div>
5 + years of related experience</div><ul><li>may vary based on technical training, certification(s), <i>or</i> degree</li></ul></div><div></div><div>
Certification</div><p></p><div>
Travel Required<div>
25-50%</div></div></div></div></div><div><p>
Salary and Benefit Information</p><div>
The likely salary range for this position is $111,155 - $150,385. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.<br>
View information about benefits and our total rewards program.</div><p>
About Our Work</p><div>
We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.</div><div>
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.</div><div><i>
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans</i></div></div></div>

Call Center Manager - Medicaid

Kroll Construction

<p><b>Company Overview</b><br/>Kroll Construction is a family-owned and operated home remodeling company serving the tri-county metro area for over 65 years. We pride ourselves on delivering quality craftsmanship and exceptional customer service, with great incentives and growth opportunities available for our team members.</p><p><b>Overview</b><br/>We are seeking an energetic and strategic Lead Generation and Call Center Manager to lead our outbound sales efforts and manage our call center operations. This pivotal role involves driving business development through effective lead generation, overseeing telemarketing activities, and ensuring a high level of customer engagement. If you thrive in a fast-paced environment, excel at building relationships, and have a passion for sales leadership, this position offers an exciting opportunity to make a significant impact.</p><p><b>Duties</b></p><ul><li>Lead and motivate the call center team to achieve lead generation targets through outbound calling campaigns.</li><li>Develop and implement effective telemarketing scripts and outreach plans to maximize lead quality and conversion rates</li><li>Oversee daily call center operations, ensuring adherence to quality standards, CRM software utilization, and customer service excellence</li><li>Monitor key performance indicators (KPIs), analyze call data, and generate reports to optimize team performance and sales strategies</li><li>Collaborate with marketing teams to align outreach efforts with promotional campaigns and branding initiatives</li><li>Train, coach, and support team members in communication skills, technical sales techniques, and CRM tools to enhance overall productivity</li></ul><p><b>Requirements</b></p><ul><li>Proven experience in call center management</li><li>Strong negotiation skills with the ability to close deals effectively</li><li>Excellent communication skills, both verbal and written</li><li>Demonstrated success in managing call center teams or sales teams in a fast-paced setting</li><li>Knowledge of outbound calling techniques, calling strategies, and marketing alignment practices</li><li>Ability to analyze data, develop actionable insights, and implement process improvements</li><li>Customer service orientation with a focus on building long-term client relationships</li></ul><p>Join us to lead dynamic outreach efforts that drive growth while fostering a collaborative team environment. We are committed to supporting your professional development as you help expand our reach and strengthen our reputation for quality service.</p><p>Pay: $65,000.00 - $90,000.00 per year</p><p>Benefits:</p><ul><li>401(k) matching</li><li>Dental insurance</li><li>Health insurance</li><li>Paid training</li><li>Vision insurance</li></ul><p>Work Location: In person</p>

Lead generation and Call center Manager

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Call Center Manager - Medicaid

Lead generation and Call center Manager