Remote Support Call Center Manager

Job Description: Remote Support Call Center Manager

Reports To: Director of Operations

Status: Full-time, Salary, Exempt

Location: On-site at Remote Support Call Center, based in Asheville, NC

Schedule: Full-time; requires occasional evening/weekend availability to support 24/7 operations

Company Summary:

SimplyHome's mission is to empower independence through innovation. SimplyHome designs and installs customizable systems to enable remote support in long-term services and support (LTSS). Our core values include:

• Innovation – creatively blaze new trails
• Excellence – abide by a higher standard
• Integrity – do the right thing
• Community – create connection and build family through service and joy
• Empowerment – respect everyone; help unleash the full potential in all
• Commitment – passion and dedication of heart, mind, and soul to the work that we do

Those whose values are aligned to the values listed above are enthusiastically encouraged to apply!

Job Summary:

The Remote Support Call Center Manager plays a central role in guiding and evolving SimplyHome’s 24/7 Remote Support Call Center. This position offers the opportunity to lead daily operations while strengthening the systems, teams, and leadership structures needed to support program growth, maintain regulatory excellence, and deliver reliable, person-centered remote support services to clients across multiple states.

This is a hands-on, on-site leadership role based in Asheville, North Carolina, with shared leadership responsibility for a second call center in Memphis, Tennessee. The Remote Support Call Center Manager leads teams serving clients nationwide, owning day-to-day operations while continuously strengthening systems, processes, and people development to deliver scalable, compliant, and exceptional remote support services.

Key Responsibilities:

• Provide on-site, real-time operational leadership of the 24/7 Remote Support Call Center to ensure uninterrupted service delivery.
• Develop, implement, and manage call center workforce models, including coverage ratios, staffing tiers, shift rotations, escalation pathways, and contingency plans.
• Oversee physical facility readiness, including equipment functionality, workstation configuration, redundancy systems, emergency protocols, and space utilization.
• Design and enforce standardized shift handoff protocols, ensuring continuity and accuracy across all 24/7 operations.
• Utilize operational dashboards, call-volume forecasting, and alert analytics to drive decisions and ensure efficient staffing and workflow.
• Serve as the highest on-site operational authority for urgent or high-risk situations requiring immediate decision-making or escalation.
• Directly supervise the Remote Support Care Supervisor, providing structured coaching, feedback, and leadership development support.
• Indirectly oversee multiple teams of Remote Direct Support Professionals (rDSPs) through a formal supervisory hierarchy.
• Lead operational staff meetings, ongoing competency training, and cross-training initiatives to ensure readiness and consistency across all shifts.
• Conduct supervisor-level performance evaluations and support hiring, corrective action, and workforce discipline processes.
• Cultivate a positive, mission-driven work environment grounded in safety, accountability, and professional excellence.
• Maintain advanced, up-to-date knowledge of federal and state Medicaid waiver regulations, including variations across all 50 states.
• Translate regulatory requirements into clear operational procedures and ensure alignment during real-time service delivery.
• Develop and oversee internal quality assurance systems, including performance audits, incident reviews, compliance checklists, and corrective action plans.
• Prepare for and support external audits, state reviews, accreditation requirements, and other regulatory oversight activities.
• Monitor regulatory updates and lead operational adjustments to maintain compliance across multiple jurisdictions.
• Support the call center onboarding process for new provider agencies and clients once service agreements and program-level approvals are established.
• Conduct call center–specific onboarding activities, including operational readiness meetings, workflow orientation, and escalation process education.
• Coordinate closely with program leadership and cross-functional teams to ensure providers and clients are operationally prepared for live call center support.
• Ensure accurate entry and maintenance of provider, client, and service-related data in Salesforce as it pertains to call center operations and service delivery.
• Serve as the primary point of coordination between the call center team and internal departments during the transition from onboarding to active support.
• Ensure call center staff are fully trained and proficient in the day-to-day operational use of remote support platforms, communication systems, and workflow tools.
• Partner with IT and Product Development to identify operational issues, report system impacts, and support resolution efforts affecting call center performance.
• Monitor system performance as it relates to call center operations, including uptime, usability, and workflow efficiency.
• Utilize operational data, dashboards, and reporting tools to optimize staffing coverage, workflow execution, and service responsiveness within the call center.
• Support the implementation of approved technology enhancements or automation initiatives by ensuring proper training, adoption, and operational integration within the call center.
• Execute continuous improvement initiatives within the call center to enhance efficiency, consistency, and service quality.
• Analyze call center performance data and operational metrics to identify trends, gaps, and improvement opportunities.
• Implement process refinements aligned with established operational standards, performance targets, and KPIs.
• Standardize workflows and procedures across shifts to reduce variation and support consistent service delivery.
• Maintain current SOPs and ensure staff are trained on updated processes and operational expectations.
• Foster a culture of accountability, problem-solving, and incremental improvement within the call center team.

Qualifications:

• Bachelor’s degree in Business Administration, Healthcare Administration, Human Services or a related field; equivalent experience considered.
• Minimum of 3 years of supervisory or service line management experience.
• Experience managing a 24/7 service environment or call center operation.
• Experience working with CRM or case management systems (Salesforce preferred).
• Ability to interpret and apply complex state and federal regulations.
• Strong organizational, communication, problem-solving, and leadership skills.
• Ability to thrive in a fast-paced, growth-focused environment and adapt to emerging needs.
• Experience in IDD services, remote support, human services, case management, or related fields.
• Understanding of person-centered practices and the IDD provider landscape.
• Experience with remote monitoring technology or virtual support systems.
• Background supporting multi-state operations.

Compensation:

Starting pay target is $55,000 – $65,000 annually, commensurate with experience. This role is designed for a developing operations leader, with opportunities for growth, expanded responsibility, and increased compensation as the program scales.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Operations Leadership: 3 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person

Salary : $55,000 - $65,000