Remote Call Center Operations Manager (Veteran Focus)

Xterra Health; Salem (OH); Remote; USD 70,000 - 76,000; Full time

Benefits offered by this job

Remote position

Unlimited PTO

401(k) employer match

Job summary

Xterra Health in the United States is seeking a Call Center Manager to own end-to-end contact center operations, staffing, queues, and service levels. You will lead the Call Center Team Leads and be accountable for performance, quality, and privacy practices protecting veteran information.

This hands-on, data-driven role requires coaching the team, building dashboards, and partnering with HR on recruitment while maintaining compassion for veterans at the center of every interaction.

Qualifications

• 5+ years in call center operations with at least 3 years in people management.
• Proven success in managing KPIs, employee 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.

Responsibilities

• Direct daily inbound and outbound call center operations to keep queues and response times under control.
• Build workforce plans and schedules based on contact volume and growth.
• Establish workload distribution processes to prevent backlogs.
• Ensure consistent execution of SOPs and communication standards.
• Lead Call Center Team Leads and Representatives through coaching and performance reviews.
• Partner with HR on recruitment, onboarding, and retention.

Skills

Workforce planning

Scheduling

Productivity reporting

CRM systems

Call center software

Reporting tools

Analytical skills

Coaching

Communication

Conflict resolution

Tools

GoHighLevel

CRM platforms

QA programs

Job description

Xterra Health in the United States is seeking a Call Center Manager to own end-to-end contact center operations, staffing, queues, and service levels. You will lead the Call Center Team Leads and be accountable for performance, quality, and privacy practices protecting veteran information.

This hands-on, data-driven role requires coaching the team, building dashboards, and partnering with HR on recruitment while maintaining compassion for veterans at the center of every interaction.