What are the responsibilities and job description for the Call Center Manager position at Sapphire Recruitment?
Call Center Manager
$70,000 - $95,000 DOE
Sapphire Recruitment is partnering with a growing healthcare organization seeking an experienced Call Center Manager to lead a customer-focused team and oversee day-to-day call center operations.
This is an excellent opportunity for a hands-on leader who enjoys coaching employees, improving processes, driving accountability, and delivering an exceptional customer experience. The successful candidate will be responsible for managing team performance, monitoring key metrics, developing staff, and ensuring operational excellence across the department.
Key Responsibilities
• Lead, mentor, and develop a team of customer service professionals
• Monitor call center KPIs, productivity, service levels, and quality metrics
• Coach employees to improve performance, customer satisfaction, and engagement
• Handle escalated customer concerns and complex service issues
• Evaluate workflows and implement process improvements to increase efficiency
• Partner with leadership to establish departmental goals and performance expectations
• Assist with hiring, onboarding, training, and employee development initiatives
• Maintain a positive, customer-focused culture centered on accountability and continuous improvement
• Ensure compliance with organizational policies and procedures
• Analyze performance data and prepare reports for leadership
Qualifications
• Prior experience managing or supervising a call center, customer service, contact center, or patient services team
• Proven ability to coach, mentor, and develop employees
• Experience managing KPIs, service metrics, and operational performance
• Strong leadership, communication, and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and decision-making abilities
• Experience in healthcare, patient services, or a service-oriented environment is highly desirable
What We're Looking For
The ideal candidate is a strong people leader who can balance customer experience, operational efficiency, and employee development. They are comfortable holding team members accountable while fostering a positive and collaborative culture.
This individual will bring a sense of urgency, professionalism, and continuous improvement to the organization.
If you're an experienced call center leader looking to join a growing organization where you can make a meaningful impact, we'd love to hear from you.
Submit a resume to cnyjobs@hiresapphire.com for immediate consideration.
Sapphire Recruitment is an EOE
Salary : $70,000 - $95,000