Call Center Manager
Location: Cortland, NY, with travel to local offices
Compensation: $70,000–$90,000 annually, depending on experience

Our client is seeking a Call Center Manager to lead, coach, and develop a team of patient-facing professionals focused on delivering an exceptional customer experience. This highly visible leadership role is ideal for someone who excels at performance management, quality assurance, employee development, and building a culture of accountability and service excellence.

The Call Center Manager will play a key role in shaping the patient experience by ensuring calls are handled with professionalism, empathy, and purpose. This individual will monitor performance, improve communication standards, increase appointment conversions, and help team members grow into top-performing customer service professionals.

Key Responsibilities

• Lead, coach, train, and develop front office and call center team members
• Monitor and evaluate calls for adherence to scripts, protocols, and service standards
• Conduct regular call reviews, quality assurance evaluations, and performance feedback sessions
• Train employees on effective communication techniques that build trust and confidence
• Analyze call metrics, appointment conversion rates, scheduling performance, productivity, and other KPIs
• Identify opportunities to improve operational efficiency, patient engagement, revenue capture, and missed-opportunity follow-up
• Develop strategies to increase appointment conversions and improve team performance
• Foster accountability through daily performance monitoring, reporting, and documentation
• Maintain records related to coaching, evaluations, performance concerns, and development plans
• Partner with leadership and Human Resources to address performance issues and support employee growth

Qualifications

• Bachelor’s degree preferred
• 3+ years of management experience in a call center, customer service, front office, healthcare, or other high-volume service environment
• Proven ability to coach, motivate, mentor, and hold employees accountable
• Strong experience managing KPIs, call metrics, conversion rates, and team productivity
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook
• Commitment to delivering an exceptional customer experience

Why Consider This Opportunity?

This is an opportunity to directly influence team performance, customer satisfaction, patient engagement, and business growth. The role offers strong visibility with executive leadership, the ability to build and develop a high-performing service team, and a collaborative environment focused on continuous improvement and employee development.

Submit a resume to cnyjobs@hiresapphire.com for immediate consideration.

Sapphire Recruitment is an EOE

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