Healthcare Call Center Leader — 24/7 Ops & Strategy

Southern NH Medical Center; Nashua (NH); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Tuition reimbursement

Nursing Student Loan Paydown Program

403(b) Retirement plan

Paid time off

Job summary

Southern New Hampshire Medical Center is seeking a Call Center Manager to lead the 24x7 call center and switchboard operations, reporting to the Executive Director of Access & Engagement Systems. You will oversee staff, budgets, and technology lifecycles to deliver high-quality telephone interactions for customers.

The role requires a Bachelor’s degree or equivalent, 5+ years of call center experience with 2+ years in supervision, and strong communication skills.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 5 years of call center experience, including at least 2 years in a supervisory/management role.
• Healthcare experience preferred.
• Strong communication and relationship-building skills.
• Willingness to travel and work occasional off-hours as needed.

Responsibilities

• Oversee 24x7 call center operations, scheduling, and workload forecasting to meet service standards.
• Lead, coach, and develop call center supervisors and staff, including performance monitoring and recruitment.
• Act as liaison between call center, clinical practices, training, and emergency management teams.
• Supervise communication systems, directories, pagers, and emergency code call center protocols.
• Manage department budgets, financial targets, variance reports, and business continuity plans.
• Collaborate with IT and vendors to ensure call center technologies meet current and future needs.

Job description

Southern New Hampshire Medical Center is seeking a Call Center Manager to lead the 24x7 call center and switchboard operations, reporting to the Executive Director of Access & Engagement Systems. You will oversee staff, budgets, and technology lifecycles to deliver high-quality telephone interactions for customers.

The role requires a Bachelor’s degree or equivalent, 5+ years of call center experience with 2+ years in supervision, and strong communication skills.