Call Center Manager

Serenity Mental Health Centers•Mesa, AZ

5d•Onsite

About The Position

Serenity Healthcare is transforming the way patients access mental health treatment. Our Contact Centers play a critical role in that mission - helping new patients take the first step toward care while supporting established patients throughout their treatment journey. We're looking for an experienced Contact Center Manager who can lead a large, fast-paced operation, develop strong frontline leaders, and consistently deliver results across both new-patient conversion and established-patient support. As Contact Center Manager, you will own the day-to-day performance of a 200+ employee contact center operation, leading through supervisors and frontline leaders. This role requires a leader who can operate with a high degree of independence, understand the business, identify what needs attention, and drive action without requiring significant day-to-day direction.

Requirements

7+ years of progressive contact center leadership experience.
Demonstrated experience leading a contact center operation of at least 200 employees/FTE.
Experience leading through supervisors or frontline leaders, not solely managing individual agents.
Experience leading a sales, conversion, retention, or revenue-focused contact center environment.
Strong experience with complex escalations, service recovery, problem solving, and de-escalation.
Strong knowledge of contact center operations including Workforce Management, forecasting, scheduling, QA, performance management, and contact center KPIs.
Demonstrated ability to use data to improve operational and employee performance.
Track record of developing leaders and building high-performing teams.
Ability to operate effectively with limited day-to-day supervision, prioritize competing demands, and make sound decisions.
Experience leading in a high-volume, fast-paced environment.

Nice To Haves

Healthcare contact center experience is preferred but not required.
Experience with patient scheduling, CRM/EMR platforms, or healthcare operations.
Experience with contact center technology, routing, WFM, quality, and reporting platforms.
Experience leading multi-site or geographically dispersed teams.
Bachelor's degree or equivalent progressive leadership experience.

Responsibilities

Lead the daily operation and performance of a 200+ FTE contact center through supervisors and frontline leaders.
Drive results across service, sales/conversion, patient experience, quality, productivity, attendance, staffing, and employee retention.
Lead new-patient teams responsible for converting inquiries into scheduled appointments through effective discovery, objection handling, follow-up, and urgency.
Ensure established patients receive responsive, empathetic support with strong problem solving, de-escalation, and escalation management.
Establish clear operating rhythms and accountability for supervisors, including huddles, 1:1s, coaching, call reviews, and performance management.
Use contact center data and KPIs to identify trends, diagnose root causes, and quickly translate insights into action.
Partner with Workforce Management to ensure forecasting, scheduling, adherence, capacity, and staffing align with patient demand.
Partner with Recruiting, Training, and Quality to improve hiring, new-hire readiness, speed to proficiency, quality, and retention.
Develop supervisors and build a strong internal leadership pipeline.
Identify opportunities to improve processes, workflows, routing, technology, and the overall PCC and patient experience.
Lead operational change and ensure leaders and employees understand expectations and execute consistently.
Communicate performance, risks, trends, and action plans effectively to senior leadership.