Call Center Manager

RTD Talent Solutions is currently representing one of Florida's premier networks of primary care centers and physicians that provides accessible, patient-centered care across a number of locations that is currently seeking a Call Center Operations Manager for their South Florida market. This is a full-time, permanent role with excellent compensation and benefits.

As Call Operations Manager, you would be responsible for leading, developing, and scaling our client’s centralized call center as it grows from an initial team of three representatives to roughly 10–20 agents over the next year. In this role, you will oversee all inbound and outbound patient communications to ensure seamless scheduling, retention, and engagement across Medicaid, Medicare, and Fee-for-Service populations.

You will balance strategic leadership with hands-on operational execution, managing daily workflows, performance standards, and compliance requirements while guiding the transition from an outbound-only model to a full-service operation that includes inbound and after-hours call handling. Leveraging your healthcare call center experience, you will use data and analytics to optimize processes, improve service quality, and support staffing decisions as the department expands. This position will begin remotely with an eventual transition to on-site work in the Miami-Dade or Broward area as the call center operation matures.

Key job duties, among others:

• Lead daily call center operations, workforce management, and performance oversight.
• Execute strategic plans to drive patient growth, retention, outbound campaigns, and expanded inbound/after-hours coverage.
• Manage IVR systems, call routing, and technology to optimize patient experience.
• Monitor KPIs and use data insights to improve call flow, efficiency, and service quality.
• Partner with Operations, Marketing, and IT to streamline workflows and ensure consistent communication standards.