Call Center Manager - Full time

SolutionHealth • Nashua, NH

2d

About The Position

The Call Center Manager leads and coordinates all aspects of Southern New Hampshire Medical Center’s call center and switchboard operations. Reporting directly to the Executive Director of Access & Engagement Systems, this exempt-status leadership role oversees a 24x7 team, including staff, budgets, and technology lifecycles, to deliver high-quality telephone interactions. The manager serves as a liaison between the call center and departments, practices, and emergency management teams across the organization.

Requirements

• Bachelor’s degree or equivalent experience; an additional four years of directly related experience may substitute for the degree.
• At least five years of call center experience, including at least two years in a team lead, supervisory, or management role.
• Strong communication and relationship-building skills with vendors, leadership, and cross-functional teams.
• Ability to prioritize demands and handle confidential matters with discretion.
• Willingness to perform job-related travel and work occasional off-hours, weekends, holidays, or overnights as needed to support a 24x7 operation.

Nice To Haves

• Prior experience working within a hospital or healthcare system.

Responsibilities

• Manage day-to-day 24x7 call center operations, workforce scheduling, and workload forecasting to maintain productivity, quality, and service standards.
• Lead, coach, and develop call center supervisors and team members, including performance monitoring, recruitment, and conflict resolution.
• Serve as the primary liaison between the call center and clinical practices; train practice managers on scheduling systems and oversee after-hours answering services.
• Supervise organizational directories, pagers, paging groups, and emergency code call center response protocols.
• Oversee financial targets, prepare department budgets, monitor variance reports, and maintain business continuity plans for system uptime and failures.
• Collaborate with IT and external vendors to ensure call center technologies support current and future departmental and organizational needs.

Benefits

• Health coverage
• Dental coverage
• Prescription coverage
• Vision coverage
• Short-term disability insurance
• Long-term disability insurance
• Life insurance
• Pet insurance
• Tuition reimbursement
• Nursing Student Loan Paydown Program
• 403(b) retirement savings plans
• Continuous earned time accrual

What This Job Offers

• Job Type: Full-time
• Career Level: Manager