Remote Call Center Manager - Veterans Services Lead

Xterra Health; Oregon; Híbrido; USD 70 000 - 76 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Base salary 70,000–76,000 USD per year

Medical, Dental & Vision: 75% premiums

Unlimited PTO

401(k) with 100% employer match up to

Remote position

Resumo da oferta

Xterra Health is seeking a Call Center Manager to lead daily operations, staffing, and performance across the veteran care contact center. You will drive dashboards, ensure HIPAA-compliant processes, and champion service quality while coaching Team Leads and Representatives.

The role is hands-on, data-driven, with accountability for outcomes and compassionate veteran service, and offers a remote work arrangement in the US.

Qualificações

• 5+ years in call center/CS operations with at least 3 years of people management.
• Proven track record managing KPIs, performance and service levels.
• Hands-on experience with workforce planning, scheduling and productivity reporting.
• Experience using CRM systems, call center software, and reporting tools.
• Strong analytical, coaching, communication and conflict-resolution skills.

Responsabilidades

• Direct daily inbound/outbound call center operations to maintain queues and response times.
• Build workforce plans and schedules based on volume and growth.
• Ensure SOPs and communication standards are consistently executed.
• Set performance expectations and lead coaching and reviews.
• Oversee escalations and partner with HR on recruitment, onboarding and retention.

Conhecimentos

People management

KPI management

Workforce planning

CRM systems

Data analysis and reporting

Ferramentas

GoHighLevel

Descrição da oferta de emprego

Xterra Health is seeking a Call Center Manager to lead daily operations, staffing, and performance across the veteran care contact center. You will drive dashboards, ensure HIPAA-compliant processes, and champion service quality while coaching Team Leads and Representatives.

The role is hands-on, data-driven, with accountability for outcomes and compassionate veteran service, and offers a remote work arrangement in the US.