Call Center Manager

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Call Center Manager in the Fort Lauderdale area.Summary:The Telehealth Call Center Manager is responsible for overseeing daily call center operations that support virtual healthcare visits. This role ensures high-quality patient service, operational efficiency, staff performance, and compliance with healthcare regulations while leading and developing a team of call center agents.Essential Responsibilities:

• Manage daily operations of the telehealth call center, including staffing, scheduling, and workflow
• Supervise, coach, and evaluate call center staff to ensure performance and quality standards
• Monitor call metrics and KPIs such as call volume, average handle time, first-call resolution, patient satisfaction, and service level agreements (SLAs)
• Develop and implement policies, procedures, and training programs
• Ensure compliance with HIPAA and telehealth regulations
• Collaborate with clinical, IT, billing, and operations teams to support virtual visit workflows
• Handle escalated patient issues and service recovery
• Oversee quality assurance, call monitoring, and performance improvement initiatives
• Manage call center technology, systems, and vendor relationships
• Prepare reports and provide insights to leadership on performance, trends, and KPIs

Key Performance Indicators (KPIs)

• Average Handle Time (AHT): Time spent per call
• First-Call Resolution (FCR): Percentage of issues resolved on the first contact
• Call Abandonment Rate: Percentage of calls not answered by agents
• Patient Satisfaction (CSAT/NPS): Survey-based patient feedback
• Service Level Agreement (SLA) Adherence: Percentage of calls answered within target timeframe
• Staff Productivity: Calls handled per agent per shift
• Quality Assurance Scores: Compliance with call scripts, accuracy, and professionalism

Required Qualifications:

• Bachelor's degree in Business, Healthcare Administration, or related field (preferred)
• 3-5+ years of call center experience, including leadership or management roles
• Experience managing teams in a healthcare, telehealth, or medical call center environment
• Strong leadership, communication, and problem-solving skills
• Experience with call center software, CRM systems, and reporting tools

Preferred Qualifications:

• Experience in telehealth or healthcare services
• Knowledge of HIPAA and healthcare compliance requirements
• Experience managing remote or hybrid call center teams
• Bilingual (English/Spanish) a plus
• Experience working with established or branded service organizations

Key Skills

• Team leadership and development
• Operational and performance management
• KPI monitoring and reporting
• Quality assurance and compliance
• Data analysis and process optimization

Work Environment

• Remote, hybrid, or onsite
• Fast-paced telehealth and healthcare services environment
• Patient-focused, performance-driven culture

Pay is Appx 8k-15k/monthly