After Hours Call Center Manager
About The Position
The corporate office of Express Employment International is seeking an experienced After-Hours Call Center Manager to lead our customer service operations during non-standard business hours, including evenings, overnights, weekends, and holidays. This role is responsible for ensuring consistent, high-quality communication with clients, healthcare associates, and internal teams outside of regular business hours. The ideal candidate will manage and coach a team of after-hours representatives, maintain strong service standards, and monitor key performance metrics to support reliable round-the-clock operations. You will handle escalations, reinforce established processes, and work closely with daytime leadership to ensure smooth handoffs and continuity of service. This is a hands-on leadership role that requires availability during core after-hours and on-call periods, including evenings, overnights, weekends, and holiday hours. Express Employment International believes in the value of in-person collaboration to support teamwork, creativity and connection. Employees in this position are expected to work a four (4) day in-office schedule, with the flexibility to work remotely one (1) day each week, based on business and department needs.
Requirements
- Bachelor’s degree in business, healthcare administration, or related field preferred
- Minimum three years of experience in customer service, call center management or staffing operations, with at least 1 year in a leadership role in the last three years
- Hands on, recent healthcare staffing experience in a staffing firm, hospital or similar facility preferred
- Strong leadership, professional communication, and crisis management skills
- Proven ability to manage performance, coach teams, and drive accountability in a remote or shift-based environment
- Ability to type a minimum of 50 WPM
- Working knowledge of healthcare staffing industry best practices preferred
- Experience with scheduling platforms, work on multi-systems, and call center technology preferred
- Accuracy in work completed and ability to be a hands-on manager showing and leading by example
Responsibilities
- Lead, manage, and coach a team of after-hours call center staff, ensuring high-quality service and responsiveness as well as accuracy
- Own day-to-day scheduling and coverage to maintain adequate coverage for early AM’s, evenings, weekends, and holidays
- Serve as the point of escalation for urgent client and associate issues that arise outside normal business hours
- Apply and reinforce policies, procedures, and protocols to ensure compliance, consistency, and efficiency across after-hours operations
- Monitor and analyze call center metrics, including response times, total volume of activity, call resolution, and client satisfaction, and implement recommended improvements as needed
- Collaborate with daytime leadership teams to ensure seamless communication and handoffs between business hours and after-hours teams
- Participate in recruiting, onboarding, and training of after-hours call center staff
- Ensure proper documentation and follow-through on all issues, ensuring continuity of service and accountability
- Support special projects, process improvements, or emergency response protocols as assigned
- Work with Healthcare Leadership and Assistance Center Leadership teams to support expansion of after-hours coverage as directed for functions such as recruitment and support after hours to additional business lines
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What This Job Offers
Job Type
Full-time
Career Level
Manager
