Call Center Manager
- Compensation
- Not disclosed
- Location
- Sandy Springs, Georgia, United States
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 7+ years
- Category
- Support
- Posted
Skills
Must have
- · 7+ years of progressive contact center leadership experience.
- · Demonstrated 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.
- · Demonstrated ability to use data to improve operational and employee performance.
- · 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.
Nice to have
- · Healthcare contact center experience is preferred but not required.
- · Experience with patient scheduling, CRM/EMR platforms, or healthcare operations.
- · Experience with contact center technology, routing, WFM, quality, and reporting platforms.
- · Experience leading multi-site or geographically dispersed teams.
- · Bachelor's degree or equivalent progressive leadership experience.
Full description
Role: Contact Center Manager
Location: Sandy Springs, GA (On-site)
Serenity Healthcare
Want to Make a Difference for Others as a Leader in Healthcare? Welcome to Serenity.
Serenity Healthcare is transforming the way patients access mental health treatment. Our Contact Centers play a critical role in that mission - helping new patients take the first step toward care while supporting established patients throughout their treatment journey.
We're looking for an experienced Contact Center Manager who can lead a large, fast-paced operation, develop strong frontline leaders, and consistently deliver results across both new-patient conversion and established-patient support.
The Role: Contact Center Manager
As Contact Center Manager, you will own the day-to-day performance of a 200+ employee contact center operation, leading through supervisors and frontline leaders.
· New Patients: A sales and conversion-focused environment centered on speed-to-lead, patient needs, objection handling, follow-up, and scheduling.
· Established Patients: A service and retention-focused environment centered on problem solving, de-escalation, escalation management, and keeping patients successfully engaged in their care.
This role requires a leader who can operate with a high degree of independence, understand the business, identify what needs attention, and drive action without requiring significant day-to-day direction.
What You'll Be Doing
· 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.