Full-Time Inbound Call Center Manager (Veterinary Care Specialist Team) - Remote

Heartstrings Pet Hospice, In-Home Euthanasia & Aftercare

3d•$62,500 - $95,000•Remote

About The Position

Heartstrings Pet Hospice is seeking a Full-Time Inbound Call Center Manager (Remote) to lead and elevate our Veterinary Care Specialist (VCS) team the front line of compassion and connection for families navigating end-of-life care for their beloved pets. This is not a traditional call center role. This is a leadership position that requires a balance of operational excellence, performance management, and deep emotional intelligence, ensuring every interaction reflects our core values: Compassion, Dignity, Respect, and Empathy. The Inbound Call Center Manager will oversee the daily operations, performance, and development of the VCS team. This role is responsible for ensuring that every family interaction is handled with the highest level of care, while maintaining strong discipline around metrics, quality control, and operational efficiency. This is a hands-on leadership role you must be willing to lead from the front, including stepping in to take calls during high-volume periods or when the team needs support.

Requirements

3+ years of experience in call center leadership or operations management
Experience managing performance through metrics and KPIs
Strong coaching and team development skills
Exceptional communication and emotional intelligence
Ability to navigate sensitive, emotionally charged conversations with professionalism and empathy
Highly organized with strong problem-solving capabilities
Comfortable operating in a fast-paced, evolving environment

Responsibilities

Lead, coach, and develop a high-performing team of Veterinary Care Specialists
Foster a culture grounded in empathy, accountability, and continuous improvement
Conduct regular 1:1s, performance reviews, and real-time coaching
Support onboarding and ongoing training programs
Own inbound call center operations including scheduling, staffing, and coverage
Monitor real-time call flow and ensure service levels are consistently met
Identify operational gaps and implement process improvements
Ensure seamless coordination between VCS and Medical (DVM) teams
Establish, monitor, and report on key KPIs, including: Call response time / speed to answer Call conversion rates Call quality (QA scores) Family experience & satisfaction Team adherence and staffing efficiency
Drive accountability through data while maintaining a human-centered leadership approach
Oversee call quality assurance programs (call reviews, scoring, feedback loops)
Ensure all interactions reflect Heartstrings’ standards of Compassion, Dignity, Respect, and Empathy
Continuously refine communication approaches, workflows, and scripting
Actively participate in inbound calls when needed
Demonstrate best-in-class communication and empathy in real-time
Set the tone for how the team engages with families during emotionally sensitive moments
Partner closely with operational leadership to ensure alignment across teams
Act as the voice of the VCS team in process improvements and strategic discussions