Now Hiring: Interim Call Center Manager – Join a Growing, High-Impact Practice with Benefits Included!

Los Angeles Center for Ear Nose Throat and Allergy • Hawthorne, CA

3d • Hybrid

About The Position

If you thrive in a fast-paced, team-oriented environment where communication, problem-solving, and multitasking make a real impact, this is the role for you! Step into a key position supporting smooth, high-performing call center operations where your work truly matters—while enjoying a strong benefits package as part of a growing, high-impact practice. Job Summary: The Interim Call Center Manager is responsible for overseeing the daily operations of the call center to ensure efficient system functionality, strong team performance across virtual assistants (VAs) and clinic staff, and a high level of customer satisfaction. This role focuses on maintaining operational excellence, achieving performance standards, and supporting continuous improvement initiatives within call center operations. The Interim Call Center Manager collaborates closely with leadership and cross-functional teams to ensure daily, weekly, and monthly performance goals are consistently achieved while enhancing quality assurance processes and the overall customer experience. Please note: This role is classified as interim and will continue until organizational needs change or leadership determines otherwise.

Requirements

• Proven experience as a Call Center Manager or in a similar leadership role
• Strong background in customer service operations
• Knowledge of performance management, KPIs, and customer service metrics
• Experience with budgeting, reporting, and basic financial analysis (cost-effectiveness, cost-benefit analysis)
• Proficiency in Microsoft Office and call center systems/software platforms
• Strong communication, leadership, and interpersonal skills
• Excellent organizational skills with strong problem-solving abilities
• Ability to remain patient, professional, and positive under pressure
• High school diploma or equivalent required; additional education in business or related field preferred

Nice To Haves

• Certification such as Certified Call Center Manager (CCCM) or equivalent is a plus

Responsibilities

• Provide support for phone-related issues and oversee day-to-day call center operations, with an emphasis on improving quality assurance, auditing processes, and customer experience
• Develop and implement goals and strategies to improve call center performance and operational efficiency
• Plan and allocate resources effectively to maximize productivity across personnel, systems, and technology
• Collect, analyze, audit, and report on call center performance metrics and operational data
• Monitor key performance indicators (KPIs), including call handling time, accuracy, customer satisfaction, service levels, and audit results
• Train virtual assistant (VA) personnel to maintain high service standards and compliance
• Audit call performance for all virtual assistants (VAs) and clinic personnel to ensure performance metrics and goals are consistently met, phones remain available, and calls are answered in a timely manner.
• Evaluate, audit, and improve call handling procedures, workflows, and customer interaction processes
• Prepare and present performance and audit reports to senior leadership and relevant departments
• Identify operational gaps and implement both short-term and long-term process improvements
• Ensure compliance with company policies, procedures, customer service standards, and internal audit requirements
• Manage multiple call queues efficiently by prioritizing excellent patient service.
• Other duties as assigned.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with Employer Match
• Paid Time Off (PTO) + Sick Time
• Ancillary benefits including Pet Insurance and Accidental & Critical Illness Coverage and MORE!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED