Position Overview: The Call Center Manager will oversee the daily operations of a home-based care call center, ensuring efficient and effective handling of calls, scheduling appointments, and providing exceptional customer service. They will lead a high-volume team of call center agents, supervisors and team leads, focusing on high-quality service delivery and driving achievement of key performance metrics, including scheduling targets, customer satisfaction, and operational goals. They will be accountable for ensuring quality and following best practices across the team. In this role, the leader will engage with senior leadership to ensure alignment with departmental goals, promote continuous improvement initiatives, and team engagement, performance, and retention.Key Responsibilities:
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