Call Center Manager for a Healthcare Services in US (Home Based Full Time)

Virtual Coworker • McAllen, TX

3d • Remote

About The Position

We are seeking a Call Center Manager for our Healthcare Services team in the US. This is a full-time, home-based position. You will be responsible for daily performance dashboards, providing real-time visibility into key metrics, generating weekly client-facing reports, managing agent discipline, and collaborating with the trainer/QA lead to address performance gaps.

Requirements

• Experience in managing call center operations.
• Proficiency in creating and interpreting performance dashboards and reports.
• Ability to provide real-time data visibility.
• Experience in generating client-facing reports.
• Skills in managing agent performance, including attendance, adherence, and PIPs.
• Experience with agent terminations.
• Strong collaboration skills with training and QA teams.
• Excellent communication and presentation skills for client calls.

Nice To Haves

• Experience in the healthcare services industry.
• Familiarity with dialer systems.
• Experience conducting live client calls via Zoom.

Responsibilities

• Develop and manage daily performance dashboards, including reporting layers.
• Ensure real-time visibility into contact rate, conversion percentage, agent output, and client delivery numbers.
• Create and present weekly client-facing performance reports.
• Conduct live Zoom calls with US clients to discuss performance.
• Manage agent discipline, including attendance, adherence, Performance Improvement Plans (PIPs), and terminations when necessary.
• Collaborate with the trainer/QA lead to identify and close performance gaps based on data analysis.

What This Job Offers

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