Call Center Manager

H Squared Talent Solutions; Tampa (FL); On-site; USD 75,000 - 85,000; Full time

Job summary

H Squared Talent Solutions is seeking a Call Center Manager in Tampa, FL, to lead an approximately 30-person outbound call and patient coordination team in an in-office setting. The role emphasizes people-management, performance accountability, and the use of KPIs and dashboards to drive consistency and results.

The ideal candidate is calm, process-oriented, and capable of coaching staff, escalating patterns to leadership, and maintaining clear performance visibility across the team.

Qualifications

• Proven experience managing a sizable, metrics-driven team.
• Experience leading ~30-person call center/outbound teams.
• Strong use of KPIs, scorecards, dashboards for performance.
• Ability to coach, hold staff accountable, and drive improvement.

Responsibilities

• Lead a team of ~30 across outbound call and patient coordination functions.
• Define and track clear KPIs for both functions.
• Maintain weekly scorecards and KPI reporting.
• Coach underperforming staff and implement corrective action.
• Represent call center in leadership meetings with data-driven updates.

Skills

Team management

KPI tracking

Dashboards

Coaching

Performance accountability

CRM

Tools

GoHighLevel

Odoo

Job description

Tampa, FL | In-Office | $75,000–$85,000

A growing health and wellness company is seeking an experienced Call Center Manager to lead a team of approximately 30 people across its outbound calling and patient coordination functions.

This is a people-management and performance-accountability role , not an individual sales position.

The ideal candidate is a calm, steady, process-oriented manager who knows how to use KPIs, dashboards, coaching, and clear accountability to drive consistent performance across a large team. You should be able to quickly identify where performance is slipping, address issues before they become patterns, and give leadership a clear picture of how the team is performing at any given time.

What You’ll Do

Lead & Manage a Team of Approximately 30

• Manage performance and accountability across an outbound call team and patient coordinator team.
• Ensure team members consistently meet established productivity, quality, and performance expectations.
• Identify underperformance early and lead the coaching, corrective action, and follow-up needed to improve results.
• Manage through a one-to-many leadership model , using metrics and dashboards to understand performance across the entire team.
• Establish clear expectations and create a consistent, accountable, and professional team environment.
• Provide oversight of an overseas customer support resource.

Own Performance Metrics & Accountability

• Define, track, and maintain clear KPIs for both the outbound call and patient coordinator functions.
• Maintain weekly scorecards and performance reporting.
• Monitor team-wide trends and identify performance issues before they become larger problems.
• Ensure coaching and corrective action happen promptly and consistently.
• Bring leadership not just problems, but clear recommendations for addressing them.
• Support the continued development and transition of the outbound calling function in-house.

Partner With Leadership

• Represent the call center and patient coordination functions in weekly leadership meetings.
• Provide concise, data-driven updates on team performance, trends, challenges, and opportunities.
• Maintain an accurate, real-time understanding of how each function is performing against its goals.
• Escalate meaningful patterns and trends to leadership with recommended solutions.

Handle Limited Customer Escalations

Customer service is a small component of this position , not the primary focus.

• Handle occasional escalated customer or patient issues.
• Follow established customer service SOPs and resources.
• Ensure escalated issues are resolved professionally and within expected turnaround times.

What We’re Looking For

The most important qualification for this position is proven experience managing a sizable, metrics-driven team.

Ideal candidates will have:

• Proven experience managing 15 employees , preferably in a call center, contact center, BDC, appointment-setting operation, or similar high-volume phone environment.
• Experience managing team performance through KPIs, scorecards, dashboards, and defined productivity metrics .
• A track record of holding employees accountable and addressing underperformance promptly and professionally.
• A calm, steady leadership style and the ability to manage a large team without micromanaging.
• Strong organizational skills and the ability to identify trends across a high-volume operation.
• Comfort working within CRM and performance-management systems; experience with GoHighLevel or Odoo is a plus.
• Strong communication skills and the ability to report clearly and effectively to senior leadership.
• Ability to work in-office in Tampa, Florida .

Sales or customer service experience can be helpful, but you do not need to be a top salesperson to succeed in this role . We are much more interested in your ability to lead, measure, coach, and hold a sizable team accountable.

How Success Will Be Measured

Success in this role will include:

• Consistent team-wide performance against established call team and patient coordinator KPIs.
• Early identification and correction of performance issues.
• Accurate and timely weekly scorecards and KPI reporting.
• Effective coaching and corrective action when employees fall below expectations.
• Continued progress toward bringing the outbound call function in-house.
• Timely and professional resolution of escalated customer issues.

Compensation & Location

• Compensation: $75,000–$85,000 annually, commensurate with experience.
• Location: Tampa, FL.
• Work Arrangement: In-office.