Job Title: Call Center Manager

Job Type: Full-Time

Location: United States, Remote, M-F

Restriction: This opportunity is for candidates residing in the United States

Compensation: $70,000 to $90,000 Annually + Benefits

The Digital Marketing Recruiters

Digital Marketing Recruiters has been in the digital marketing and recruitment space for over 25 years. We work with highly skilled marketing, digital marketing, and sales professionals and match them with our clients from diverse industries across the United States. Our selection process incorporates comprehensive resume screening, shortlisting, conducting video-recorded interviews and providing client information, administering written assessments (if required by the client), arranging client interviews, and facilitating job offers and placements.

The Client

The client is a top-ranking growth marketing agency renowned for elevating the success of dentists, chiropractors, and medical clinics throughout the United States. Their team leads the charge in catalyzing significant growth within the healthcare sector.

The Role

The client is seeking a results-driven Call Center Manager to lead their call center operations and ensure an outstanding customer experience. This role requires a strong leader who can manage staff, monitor performance, optimize processes, and balance efficiency with quality service. The Call Center Manager will also be responsible for reporting and analysis, budget oversight, compliance adherence, and ensuring effective use of technology to drive performance.

Key Responsibilities

Staff Management

• Recruit, train, and mentor call center representatives and supervisors.
• Develop performance goals and provide regular coaching, feedback, and evaluations.
• Foster a positive team culture that promotes engagement, accountability, and growth.

Performance Monitoring

• Track KPIs, including call handling time, first-call resolution, customer satisfaction, and agent productivity.
• Conduct quality assurance audits and implement improvement plans where needed.
• Manage workforce scheduling to ensure adequate coverage and efficiency.

Process Optimization

• Review and improve call center workflows, scripts, and procedures to enhance efficiency.
• Implement best practices to streamline operations while maintaining high service standards.
• Collaborate with cross-functional teams to resolve bottlenecks and improve processes.

Customer Satisfaction

• Monitor customer feedback and satisfaction surveys to identify trends.
• Develop strategies to improve the overall customer experience.
• Handle escalated issues and ensure quick, professional resolutions.

Reporting and Analysis

• Generate and analyze daily, weekly, and monthly call center performance reports.
• Use data insights to identify trends, forecast demand, and recommend operational improvements.
• Present findings and recommendations to senior leadership.

Budget Management

• Manage call center budget, including staffing, technology, and training costs.
• Identify opportunities to reduce expenses while maintaining service quality.
• Provide accurate forecasts for resource needs and financial planning.

Compliance

• Ensure adherence to company policies, industry regulations, and data privacy requirements.
• Conduct regular compliance audits and maintain updated documentation.

Technology Management

• Oversee call center software, telephony systems, and CRM tools.
• Partner with IT to implement new technologies and maintain system reliability.
• Ensure staff are trained on tools and systems to maximize efficiency.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
• 3–5+ years of call center management experience.
• Proven track record in staff leadership, performance management, and customer service excellence.
• Strong analytical, reporting, and problem-solving skills.
• Experience with call center software, workforce management tools, and CRM systems.
• Knowledge of compliance standards relevant to call center operations.
• Strong organizational and budget management skills.

Benefits

• Flexible work environment
• 3 weeks of PTO
• Performance-based bonuses
• Health, dental, and vision insurance
• 401(k)
• Growth opportunities within a rapidly scaling team
• A high-energy, supportive team culture