Inbound Call Center Manager – Veterinary Care Specialist Team
Heartstrings Pet Hospice & In-Home Euthanasia
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $62,500 - $95,000 per year
About the role
- Oversee daily operations, performance, and development of the VCS team
- Ensure every family interaction is handled with the highest level of care
- Maintain strong discipline around metrics, quality control, and operational efficiency
- Actively participate in inbound calls and demonstrate best-in-class communication
- Establish, monitor, and report on key KPIs relating to call metrics and family satisfaction
- Ensure smooth coordination between VCS and Medical teams
Requirements
- 3+ years of experience in call center leadership or operations management
- Experience managing performance through metrics and KPIs
- Strong coaching and team development skills
- Exceptional communication and emotional intelligence
- Ability to navigate sensitive, emotionally charged conversations with professionalism and empathy
- Highly organized with strong problem-solving capabilities
- Comfortable operating in a fast-paced, evolving environment
Benefits
- Comprehensive Medical, Dental & Vision Coverage
- 401(k) with Company Match
- Pet Insurance
- Generous Paid Time Off & True Work-Life Balance
- Quarterly Performance-Based Incentive Program
- Professional Development & Continuing Education Support
- Positive, Collaborative Team Culture
- Career Growth & Advancement Opportunities within a Growing National Practice
- Mission-Driven Environment Rooted in Compassion, Dignity, Respect & Empathy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center leadershipoperations managementperformance managementmetricsKPIscoachingteam developmentproblem-solving
Soft Skills
communicationemotional intelligenceprofessionalismempathyorganizational skills