Call Center Manager

Success Today Staffing•New Baltimore, MI

15h•Hybrid

About The Position

Veterinary United is seeking a Call Center Manager to lead their centralized veterinary call center. This role is responsible for the client-communication experience for the network, including leading and developing the call center team, partnering with Site Leaders and Operations, standardizing call and appointment handling, and scaling the service. The manager will work with the Operations team to create SOPs, expand services, and implement changes to support growth and profitability. The call center is the communications hub of the network, handling appointments, calls, and supporting locations.

Requirements

Call center, contact center, or high-volume client communications experience strongly preferred; veterinary or healthcare setting a plus.
Strong reporting and data analysis skills — comfort working with KPIs, performance reports, and operational metrics.
Proven supervisory and leadership experience: coaching, developing, motivating, and holding staff accountable.
Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) to manage communications, reporting, and documentation.
Experience with phone/VoIP platforms (Weave preferred) and practice management software (PIMS) preferred.
Strong problem-solving, decision-making, and resolution skills.
Excellent interpersonal communication with team members and clients in a team environment.
Travel to VU locations for onsite integration is required; occasional evening or weekend availability may be needed.

Nice To Haves

Bachelor’s degree in business or a related field preferred but not required.

Responsibilities

Recruit, hire, train, schedule, and coach the call center team, providing regular feedback and development.
Set, track, and monitor daily, weekly, and monthly goals and responsibilities for the team.
Conduct one-on-ones, leveling conversations, and performance plans to support growth and accountability.
Foster a positive, engaged, continuous-improvement culture and lead by example in a fast-paced environment.
Ensure appropriate staffing levels and effective onboarding and training as the team grows.
Evaluate daily location fill rate against call center team coverage, adjusting workflow and shifts for maximum efficiency.
Work alongside the team answering calls, promoting productivity, and assessing technology usage and function.
Audit calls, voicemails, faxes, appointments, and schedules across locations for quality and accuracy, reporting to Operations and Site Leaders as needed.
Manage team schedules, time cards, attendance, PTO, and bi-weekly payroll.
Review and respond to messages across Basecamp, email, and the practice management systems.
Assess location needs, confirm infrastructure, and plan porting, integration, and rollout for new call center and Weave locations.
Build call routing and workflows, and review call flow and extensions for accuracy.
Train both the call center team and location teams on standardized processes and SOPs.
Ensure Weave phones are functioning correctly and serve as first point of contact for related questions.
Analyze and define criteria for expanding call center services, supporting location selection and rollout.
Lay out workflow for new services and monitor, recruit, and hire team members as needed to scale.
Partner with Operations on scaling plans, presenting recommendations and forecasting future needs.
Identify opportunities for process improvement and technology enhancements.
Track and report operational KPIs — answer rate, missed calls, average call duration, transfer rate, abandoned calls, schedule adherence, and location satisfaction.
Analyze data to ensure targets are met and surface risks, inconsistencies, or gaps proactively.
Document changes, updates, and recommendations in a timely manner within VU’s governance frameworks.
Maintain safety and compliance basics for the call center, including OSHA injury documentation and routine facility checks.