Call Center & Communications Lead (WFH/Night Shift)

SuperStaff; United States; À distance; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

HMO with 1 free dependent

Life Insurance

20 PTO credits annually

Vacation/Sick leave cash conversion

Annual merit increases

Career growth and learning

WFH option

Night shift

Résumé du poste

SuperStaff is seeking a Call Center & Company Communications Manager to oversee our live answering and company communications functions. You will ensure callers, clients, families, and partners receive a professional experience and act as a bridge between callers and internal teams.

You will monitor call quality, share trends with leadership, and support HR and employee communications. This role emphasizes organization, clear messaging, and proactive problem-solving in a fast-paced environment.

Qualifications

• Excellent communication by phone, email, and in person.
• Warm, professional, confident and service-oriented.
• Highly organized and dependable.
• Able to manage multiple priorities without losing track of details.

Responsabilités

• Oversee day-to-day operation of live answering and call-routing.
• Ensure calls are answered professionally and directed to the right person.
• Monitor call quality, response times, and message accuracy.
• Identify recurring questions and trends to inform leadership.
• Provide a warm caller experience for clients, families, and partners.
• Maintain clear call guides, FAQs, and scripts for common questions.
• Escalate urgent calls to Scheduling, Client Services, HR, or leadership.
• Support internal communications to keep employees informed and aligned.
• Assist with company communications, documentation, and special projects.

Connaissances

Call center mgmt

Customer service

Communication

Organizational skills

Multitasking

Problem solving

HR support

Description du poste

SuperStaff is seeking a Call Center & Company Communications Manager to oversee our live answering and company communications functions. You will ensure callers, clients, families, and partners receive a professional experience and act as a bridge between callers and internal teams.

You will monitor call quality, share trends with leadership, and support HR and employee communications. This role emphasizes organization, clear messaging, and proactive problem-solving in a fast-paced environment.