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Call Center Manager

Call Center Manager

Advance Community HealthRaleigh, NC, US
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Job Description

Job Description

Why Join Advance Community Health

Life in the Triangle, with the Atlantic Ocean only two hours to the east and the Blue Ridge Mountains 3.5 hours to the west, living and working in the Triangle area gives you the best life has to offer.

Advance Community Health (ACH) proudly offers employment opportunities in multiple locations throughout the Triangle, including Raleigh, Apex, Cary, and Fuquay-Varina! Our Raleigh office, conveniently located less than 6 minutes from the heart of Downtown Raleigh, gives you easy access to some of the best food and entertainment the Triangle has to offer! No matter who you are, the Triangle offers everything you need to live a happy, fulfilling life!

Benefits Offered

  • Company paid Medical for Employee and two dependents.
  • Dental and Vision insurance
  • 401(k) plan company match
  • All employees receive their Birthday Off
  • One Floating Holiday

Position Summary

Join Advance Community Health as a Call Center Manager and make a direct impact on our mission to provide quality, compassionate primary healthcare to our community. The Call Center Manager will lead and develop a dedicated team of Patient Service Associates, guiding operational strategies to support business growth and ensure exceptional patient experiences. This role requires a hands-on leader, performance-driven mindset, deep understanding of call center platforms, and the ability to work collaboratively across functions to exceed service level and patient satisfaction goals. Advance Community Health seeks a leader with a strong track record of success managing competing priorities in a fast-paced healthcare environment.

Essential Duties and Responsibilities

  • Oversee day-to-day operations of the call center, including staffing, scheduling, and real-time queue management.
  • Lead a team of Patient Service Associates; mentor, motivate, and drive accountability.
  • Monitor performance metrics (AHT, CSAT, SLA, FCR, etc.) and take proactive steps to hit targets.
  • Utilize GoTo Connect for reporting, call routing, and agent management.
  • Collaborate with IT to troubleshoot system issues and improve workflows.
  • Develop and implement process improvements to increase efficiency and customer satisfaction.
  • Provide weekly, monthly, and quarterly reports to leadership on operational performance.
  • Ensure compliance with company policies and applicable regulations.
  • Handle escalations and resolve customer issues when needed.

    • Qualifications

    Education and Experience

  • Bachelor’s degree is preferred but not required with relevant experience.
  • 5 - 7+ years in a call center management role.
  • Strong working knowledge of call center systems.
  • Proven leadership skills - able to manage teams in high-pressure environments.
  • Data-driven mindset with experience using performance analytics and dashboards.
  • Excellent communication, conflict resolution, and organizational skills.
  • Ability to multitask and adapt quickly in a dynamic setting.

    • Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

    Tasks, duties, and responsibilities, as listed in this position description, are not exhaustive. The Organization, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills and / or education will also be considered, so qualifications of incumbents may differ from those listed in the Position Description. The Organization, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills / experiences for jobs are expressed in brief terms.

    Monday - Friday 8am - 5pm

    8 hours per day excluding lunch

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    Call Center Manager • Raleigh, NC, US