Card Product Manager
Celtic Bank
SaltStack
Call Center Operations Manager
SuperCare Health (USA)
full-time
Posted on:
Origin: • 🇺🇸 United States • Utah
Visit company websiteSalary
💰 $67,180 - $106,700 per year
Job Level
Mid-LevelSenior
Tech Stack
SaltStack
About the role
- Launch and manage SuperCare Health’s Call Center hub in the Salt Lake City area. Establish a strong presence in Utah, leading the hiring, training, and development of a team of 30–50 onsite Customer Care Specialists. Ensure excellence in patient and provider support, drive operational efficiency, and deliver on key performance indicators (KPIs) aligned with company goals. Build, lead, and manage a team of 30–50 Customer Care Specialists in person at the Salt Lake City hub. Recruit, hire, and onboard new staff to support the rapid growth of the Utah market. Provide coaching, mentoring, and performance management to ensure team success. Foster a culture of accountability, collaboration, and service excellence. Oversee training and skill development programs for Customer Care Specialists, with support from corporate resources. Ensure staff are fully equipped to handle patient inquiries, provider communications, and service-related calls effectively and compassionately. Promote continuous learning to enhance call quality, compliance, and efficiency. Establish and implement call center processes, workflows, and best practices. Track, analyze, and report on call center KPIs, including call volume, service levels, quality assurance, first-call resolution, patient satisfaction, and productivity metrics. Develop strategies to improve operational performance and deliver measurable results. Collaborate with cross-functional teams, including Clinical Services, Field Operations/Dispatch, and Corporate Operations, to ensure seamless patient experiences. Serve as the primary leader establishing SuperCare Health’s call center presence in Utah. Partner with senior leadership to align the call center’s goals with overall business objectives. Act as a change agent to support growth, scalability, and excellence in patient care delivery.
Requirements
- A Bachelor’s degree in Business, Healthcare Administration, or related field preferred. Minimum 5 years of call center leadership experience, preferably in healthcare, durable medical equipment (DME), or related industries. Proven track record of managing large teams (30+ employees) in a high-volume call center environment. Strong understanding of call center operations, metrics, and workforce management. Excellent leadership, communication, and interpersonal skills. Ability to thrive in a fast-paced, growth-oriented environment. Demonstrated ability to recruit, build, and retain high-performing teams. Proficiency with call center technology platforms and reporting tools.
