Call Center Manager
About The Position
The Call Center Manager oversees all operational aspects of the Avenue 360 Call Center to ensure high-quality service delivery, efficient call handling, and exceptional patient experience. This role is responsible for leading and developing the call center team, monitoring performance, optimizing processes, ensuring that staff meet organizational standards and service expectations, and performing and modeling core Call Center Agent Duties. The Call Center Manager collaborates closely with the Director of Operations, clinical teams, and administrative departments to promote operational excellence, support patient access, and uphold Avenue 360’s mission, vision, and values.
Requirements
- High school diploma or GED required.
- Minimum of 2 years of experience in a call center, customer service, or administrative setting.
- Bilingual English/Spanish strongly preferred, with strong verbal and written skills.
- Experience working with patients, clients, or the public in a fast-paced environment preferred.
- Customer service-oriented with a professional, pleasant, and articulate phone voice.
- Strong ability to multitask while maintaining accuracy and attention to detail.
- Demonstrated competency in communication, problem-solving, and maintaining professionalism under pressure.
- Soft skills such as empathy, adaptability, teamwork, and a service-oriented mindset.
Nice To Haves
- Proficiency with electronic health records (EHR) systems, scheduling software, and basic office technology and software preferred
Responsibilities
- Perform and Model Call Center Agent Duties (20% of Job Expectation)
- Patient Experience & Customer Service
- Call Handling & Communication
- Appointment Scheduling & Coordination
- Information Management & Documentation
- Technology & System Navigation
- Meet or exceed organizational performance goals and metrics.
- Hold call center team members accountable for meeting key performance indicators.
- Provide leadership support to call center staff as needed.
- Lead in managing workflow, troubleshooting issues, and supporting operational efficiency.
- Model professionalism, reliability, punctuality, and adherence to attendance expectations.
- Oversee preparation and updates of training materials for new call center team members.
- Ensure training sessions and Call Center Agents are trained appropriately by Call Center Coordinator/Lead.
- Conduct individualized call audits to evaluate quality, service tone, and accuracy.
- Provide constructive feedback and guidance to staff based on audit findings.
- Maintain up-to-date industry knowledge and share updates with the team.
- Provide cross-coverage to other clinics as needed.
- Adapt to changing priorities and assist with tasks outside of routine responsibilities as needed.
- Perform additional duties or special projects assigned to support organization operations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
