Call Center Manager

Xterra Health • Salem, OH

1d • $70,000 - $76,000 • Remote

About The Position

Xterra Health is a fast-moving, mission-driven organization that empowers veterans through access to care, benefits, and support. The Call Center Manager owns daily contact center operations end to end, including staffing and scheduling, queue and service-level performance, quality standards, team development, and documentation and privacy practices that protect veteran information. The role leads Call Center Team Leads and is accountable for service outcomes and operational efficiency.

This hands-on, data-driven role strengthens and scales an established operation with existing SOPs and a CRM platform. The manager is expected to hold the team accountable while keeping compassion for veterans central to the work.

Requirements

• At least 5 years of experience in call center, contact center, or customer service operations, including at least 3 years of people management or supervisory experience.
• Demonstrated success managing KPIs, employee performance, and service levels.
• Hands-on experience with workforce planning, scheduling, and productivity reporting.
• Experience using CRM systems, call center software, and reporting tools.
• Strong analytical, coaching, communication, and conflict-resolution skills.

Nice To Haves

• Experience at a veteran-facing organization, in the military or government services space, or with military-connected audiences.
• Military service or a personal connection to the veteran community.
• Experience in healthcare or another regulated industry, with familiarity with HIPAA.
• Experience leading remote or distributed teams and supporting rapidly growing organizations.
• Experience with GoHighLevel or comparable CRM platforms, process automation, and QA programs.

Responsibilities

• Direct daily inbound and outbound call center operations to manage queues, response times, and outstanding communications.
• Build workforce plans and schedules based on contact volume, business growth, and projected service needs.
• Establish workload distribution processes to prevent backlogs.
• Ensure consistent execution of SOPs and communication standards.
• Set individual and team performance expectations, and track average handle time, first-contact resolution, quality scores, schedule adherence, and customer satisfaction.
• Build dashboards and reports, and present trends, risks, and recommendations to senior leadership.
• Lead Call Center Team Leads, Senior Representatives, and Representatives through one-on-ones, coaching, and performance reviews.
• Address performance concerns through structured coaching and corrective action in partnership with Human Resources.
• Partner with HR on recruitment, onboarding, retention, and succession planning.
• Uphold Xterra Health’s Red Carpet Service standards across veteran interactions.
• Oversee management-level escalations to ensure complex veteran concerns are resolved on time.
• Analyze repeat contacts, complaints, and service failures to identify root causes and take action.
• Work with Quality Assurance and Customer Experience to turn service trends into improvements.
• Evaluate workflows and implement changes that increase efficiency and reduce manual work.
• Support CRM optimization, dialer enhancements, automation, and reporting.
• Keep SOPs, training materials, and knowledge resources accurate, and lead change management for new systems and policies.
• Ensure compliance with HIPAA, applicable privacy requirements, and company policies.
• Contribute to budgeting and resource planning.

Benefits

• Medical, dental, and vision coverage; eligible the first of the month following 30 days, with Xterra Health covering 75% of employee premiums.
• Unlimited PTO.
• 10 paid company holidays.
• 401(k) with 100% employer match up to 4% of eligible compensation, immediate vesting, and enrollment the first of the month following 90 days.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed