- Professional
- Ufficio in Falls Church
Title: Call Center Manager
Location: Falls Church Office
Report to: Executive Director
Schedule: Monday-Friday, during the business hours (determined by department needs): 7:30am - 4pm; 8am - 4:30pm; 8:30am - 5pm
FLSA Status: Exempt/Salary
Position Overview
We are a busy medical practice with 17 doctors, seeking a Call Center Manager to oversee daily call center operations and ensure excellent patient service. This role manages a team of 7 agents, handling appointment scheduling, patient inquiries, and workflow coordination. The Call Center Manager monitors performance, implements process improvements, and maintains high patient satisfaction. By providing leadership, coaching, and strategic oversight, this role supports practice growth, improves communication across departments, and ensures a seamless, efficient experience for every patient.
Responsibilities:
Lead, coach, and motivate a team of call center agents to achieve performance goals.
Monitor and manage daily call center operations, including call volume, staffing, and scheduling.
Ensure high-quality customer service by establishing standards, monitoring performance, and implementing continuous improvements.
Develop, track, and report on key performance indicators (KPIs) to measure team and individual success.
Implement policies, procedures, and best practices to optimize call center efficiency.
Collaborate with other departments to resolve escalated customer issues and improve cross-functional processes.
Manage hiring, training, performance evaluations, and career development, including monthly check-ins with staff.
Identify trends and provide actionable insights to management through regular reporting.
Ensure compliance with company policies and applicable regulations.
Stay up to date with industry trends, technologies, and tools to continuously improve operations.
Qualifications:
Bachelor’s degree in Business Administration, Management, or a related field (preferred).
2–3 years of experience in call center management or a similar leadership role.
Strong knowledge of call center operations, CRM systems, and telephony technology.
Excellent leadership, communication, and problem-solving skills.
Ability to analyze data, identify trends, and implement process improvements.
Strong organizational skills with the ability to manage multiple priorities effectively.
Preferred Skills:
Experience with workforce management software.
Familiarity with customer experience metrics (CSAT, NPS, AHT, etc.).
Ability to drive team engagement and foster a positive work environment.
Benefits
We offer generous PTO, 401(k) contributions, and competitive insurance benefits for full-time regular employees.
