Call Center Manager - Healthcare Franchise Operations

We are seeking an experienced and proactive Call Center Manager to oversee inbound and outbound call operations for a multi-location healthcare franchise network.

Requirements

• Team Leadership: Supervise and coach a team of call center representatives to ensure high-quality performance across inbound and outbound calls.
• Training & Quality Control: Implement training programs and monitor KPIs such as speed-to-lead, conversion rates, and call handling time.
• Scheduling & Coverage: Oversee scheduling to maintain under 30-second average queue times and ensure consistent call coverage, including seasonal adjustments.
• Process Optimization: Collaborate with internal leadership to refine workflows, improve patient booking efficiency, and enhance the overall call experience.
• Reporting: Generate and analyze daily and weekly reports on call volume, conversions, and rep performance.
• Outbound Strategy: Develop outbound call strategies for re-engaging cancellations, nurturing leads, and handling special campaigns.

Benefits

• Opportunity to work in a multi-location healthcare franchise network
• Chance to lead a team of call center representatives
• Room for professional growth and development