Medical Answering Service Call Center Manager
Esri
full-time
Posted on:
Location Type: Remote
Location: Florida • Ohio • United States
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About the role
- The Floor Manager provides day-to-day leadership and operational oversight for Team Leads
- Coordinate and oversee daily workflows to ensure work is completed accurately, compliantly, and within established timelines
- Support Team Leads with daily operational issues, production challenges, and escalations
- Monitor performance metrics and conduct regular KPI reviews for Team Leads
- Adhere to weekly reporting requirements and ensure timely, accurate data submission
- Participate in the development, implementation, and refinement of call center processes, systems, and workflow improvements
- Partner with IT to identify, test, and implement system enhancements and technical solutions
- Respond to client and Team Lead inquiries related to processes, workflows, and account-specific protocols
- Train, coach, motivate, and develop Team Leads to drive performance, engagement, and accountability
- Conduct 90-day and annual performance reviews for Team Leads, including documentation and feedback
- Identify training needs and collaborate on process improvements and development initiatives
- Partner with Senior Operations Management and HR on hiring decisions, performance management, retention efforts, and professional development initiatives
- Support operational needs including overtime with little or no notice, as required
Requirements
- Associate’s Degree in Business Administration or a related field (or equivalent experience)
- Minimum of 2–5 years of experience in a healthcare-related or contact center environment
- Prior leadership or supervisory experience preferred.
- Strong written, verbal, and interpersonal communication skills
- Ability to collaborate effectively with cross-functional teams
- Proven time management skills with the ability to prioritize multiple tasks in a dynamic environment
- Highly organized with strong attention to detail and follow-through
- Demonstrated ability to coach, motivate, and develop leaders
- Team-oriented mindset with a commitment to service excellence
- Ability to remain flexible, adaptable, and calm under pressure
- Ability to sit for extended periods
- Frequent use of hands for keyboarding and operating office equipment
- Ability to communicate effectively via phone and video conferencing
- Occasional standing, walking, stooping, kneeling, or crouching
Benefits
- maintain consistent and punctual attendance
- demonstrate professionalism, accountability, and openness to constructive feedback
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance metricsKPI reviewscall center processessystem enhancementstechnical solutionstraining needs assessmentprocess improvementsdata submissionoperational oversightworkflow improvements
Soft Skills
leadershipcommunication skillscollaborationtime managementorganizational skillsattention to detailcoachingmotivationteam-oriented mindsetadaptability
Certifications
Associate’s Degree in Business Administration