Healthcare Contact Center Director — Lead 200+ Team

Serenity Healthcare; Sandy Springs (GA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay based on experience

Medical, dental & vision coverage (90%

401(k)

PTO & Holidays

Employee Referral Program

Advancement and professional dev

Job summary

Serenity Healthcare is seeking a dedicated Contact Center Manager to lead a 200+ seat operation in Sandy Springs, GA. You will oversee supervisors and frontline leaders, driving performance across new-patient conversion and established-patient support.

You will optimize service, sales, patient experience, and retention, establish operating rhythms, coach leaders, and translate data into action. This role demands independent leadership and a patient-first mindset.

Qualifications

• 7+ years of progressive contact center leadership experience.
• 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
• 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

Responsibilities

• 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

Skills

Leadership

200+ employees

Supervisors/Frontline leaders

Sales/Conversion/Retention

Escalations/De-escalation

WFM/Forecasting/Scheduling/QA/KPIs

Developing leaders

Independent leadership

High-volume environment

Education

Bachelor's degree or equivalent progressive leadership experience

Tools

CRM/EMR platforms

Contact center technology platforms

Routing & WFM systems

Quality & reporting platforms

Job description

Serenity Healthcare is seeking a dedicated Contact Center Manager to lead a 200+ seat operation in Sandy Springs, GA. You will oversee supervisors and frontline leaders, driving performance across new-patient conversion and established-patient support.

You will optimize service, sales, patient experience, and retention, establish operating rhythms, coach leaders, and translate data into action. This role demands independent leadership and a patient-first mindset.