Call Center Manager

Serenity Health Care; Mesa (AZ); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental & vision coverage

401(k)

PTO & holidays

Employee referral program

Career development

Job summary

Serenity Healthcare is seeking an experienced Contact Center Manager in Mesa, AZ to lead a 200+‑seat operation. You will supervise through leaders, drive service, sales, and patient retention, and partner with WFM, Recruiting, Training, and Quality to elevate performance.

You will build leaders, optimize workflows, and ensure escalation management, delivering measurable improvements in patient access and satisfaction.

Qualifications

• 7+ years of progressive contact center leadership experience.
• Experience leading a contact center of 200+ employees/FTE.
• Experience leading through supervisors or frontline leaders, not just individual agents.
• Experience in sales, conversion, retention, or revenue-focused contact centers.
• Strong skills in escalation, service recovery, and de-escalation.
• Deep knowledge of contact center ops incl. WFM, forecasting, scheduling, QA, KPIs.
• Proven ability to use data to improve performance.
• Record of developing leaders and high-performing teams.
• Ability to operate with limited supervision and make sound decisions.
• Experience in high-volume, fast-paced environments.

Responsibilities

• Lead day-to-day operation of 200+ FTE contact center through supervisors.
• Drive service, sales, patient experience, quality, and attendance results.
• Lead new-patient teams to convert inquiries to appointments.
• Ensure responsive support for established patients with problem-solving and escalation management.
• Establish operating rhythms and accountability for supervisors.
• Use KPI data to identify trends and translate into action.
• Collaborate with Workforce Mgmt on forecasting and staffing.
• Partner with Recruiting/Training/Quality to improve readiness and retention.
• Develop supervisors and internal leadership pipeline.
• Improve processes, routing, and technology to enhance patient experience.
• Lead change and ensure consistent execution; report risks and trends to leadership.
• Communicate performance, risks, and plans to senior leadership.

Skills

Contact center leadership

People management

Data-driven decision making

Sales/conversion

Escalation handling

Workforce management

Forecasting & scheduling

Quality assurance

Cross-functional collaboration

Leadership development

Education

Bachelor's degree or equivalent

Tools

CRM/EMR platforms

WFM systems

QA & reporting tools

Job description

Role: Contact Center Manager

Location: Mesa, AZ

Serenity Healthcare

Want to Make a Difference for Others as a Leader in Healthcare? Welcome to Serenity.

Serenity Healthcare is transforming the way patients access mental health treatment. Our Contact Centers play a critical role in that mission - helping new patients take the first step toward care while supporting established patients throughout their treatment journey.

We're looking for an experienced Contact Center Manager who can lead a large, fast-paced operation, develop strong frontline leaders, and consistently deliver results across both new-patient conversion and established-patient support.

The Role: Contact Center Manager

As Contact Center Manager, you will own the day-to-day performance of a 200+ employee contact center operation, leading through supervisors and frontline leaders.

• New Patients: A sales and conversion-focused environment centered on speed-to-lead, patient needs, objection handling, follow-up, and scheduling.
• Established Patients: A service and retention-focused environment centered on problem solving, de-escalation, escalation management, and keeping patients successfully engaged in their care.

This role requires a leader who can operate with a high degree of independence, understand the business, identify what needs attention, and drive action without requiring significant day-to-day direction.

What You'll Be Doing

• Lead the daily operation and performance of a 200+ FTE contact center through supervisors and frontline leaders.
• Drive results across service, sales/conversion, patient experience, quality, productivity, attendance, staffing, and employee retention.
• Lead new-patient teams responsible for converting inquiries into scheduled appointments through effective discovery, objection handling, follow-up, and urgency.
• Ensure established patients receive responsive, empathetic support with strong problem solving, de-escalation, and escalation management.
• Establish clear operating rhythms and accountability for supervisors, including huddles, 1:1s, coaching, call reviews, and performance management.
• Use contact center data and KPIs to identify trends, diagnose root causes, and quickly translate insights into action.
• Partner with Workforce Management to ensure forecasting, scheduling, adherence, capacity, and staffing align with patient demand.
• Partner with Recruiting, Training, and Quality to improve hiring, new-hire readiness, speed to proficiency, quality, and retention.
• Develop supervisors and build a strong internal leadership pipeline.
• Identify opportunities to improve processes, workflows, routing, technology, and the overall PCC and patient experience.
• Lead operational change and ensure leaders and employees understand expectations and execute consistently.
• Communicate performance, risks, trends, and action plans effectively to senior leadership.

What You Need

• 7+ years of progressive contact center leadership experience.
• Demonstrated experience leading a contact center operation of at least 200 employees/FTE.
• Experience leading through supervisors or frontline leaders, not solely managing individual agents.
• Experience leading a sales, conversion, retention, or revenue-focused contact center environment.
• Strong experience with complex escalations, service recovery, problem solving, and de-escalation.
• Strong knowledge of contact center operations including Workforce Management, forecasting, scheduling, QA, performance management, and contact center KPIs.
• Demonstrated ability to use data to improve operational and employee performance.
• Track record of developing leaders and building high-performing teams.
• Ability to operate effectively with limited day-to-day supervision, prioritize competing demands, and make sound decisions.
• Experience leading in a high-volume, fast-paced environment.

Preferred

• Healthcare contact center experience is preferred but not required.
• Experience with patient scheduling, CRM/EMR platforms, or healthcare operations.
• Experience with contact center technology, routing, WFM, quality, and reporting platforms.
• Experience leading multi-site or geographically dispersed teams.
• Bachelor's degree or equivalent progressive leadership experience.

The Leader We're Looking For

You are a leader of leaders who is comfortable owning the business, not simply managing the day. You know your numbers, understand what is driving them, and take action when performance is off track. You develop strong supervisors, create accountability, remain calm during escalations, and continuously look for ways to improve the operation.

Most importantly, you understand that behind every metric is a patient trying to access or continue care.

Why You'll Love Working at Serenity

• Competitive pay based on experience
• 90% of medical, dental & vision covered
• 401(k)
• 10 PTO days (15 days after first year) + 10 paid holidays
• Employee Referral Program
• Opportunity for advancement and professional development

Who We Are

Using advanced medical devices recently released to market, Serenity Healthcare gives our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we help patients take back their lives with a revolutionary technological approach to healthcare.

Serenity Healthcare is an equal opportunity employer. This position is contingent on successfully completing a criminal background check and drug screen upon hire.