[Hiring] Call Center Manager @Xterra Health

Role Description

Xterra Health is a fast-moving, mission-driven organization empowering veterans through transparent access to the care, benefits, and support they’ve earned. The Call Center Manager owns daily contact center operations end to end:

• Staffing and scheduling
• Queue and service level performance
• Quality standards
• Team development
• Documentation and privacy practices that protect veteran information

This role leads the Call Center Team Leads and is accountable for service outcomes and operational efficiency. It is a role for someone who is hands-on, data-driven, and comfortable holding a team accountable while keeping compassion for veterans at the center.

Qualifications

• 5+ years of experience in call center, contact center, or customer service operations
• At least 3 years of people management or supervisory experience
• Demonstrated success managing KPIs, employee performance, and service levels
• Hands-on experience with workforce planning, scheduling, and productivity reporting
• Experience using CRM systems, call center software, and reporting tools
• Strong analytical, coaching, communication, and conflict-resolution skills

Requirements

• Uphold Xterra Health’s Red Carpet Service standards across every veteran interaction
• Oversee management-level escalations so complex veteran concerns are resolved on time
• Analyze repeat contacts, complaints, and service failures to find root causes, and act on them
• Work with Quality Assurance and Customer Experience to turn service trends into improvements
• Evaluate workflows and implement changes that increase efficiency and reduce manual work
• Support CRM optimization, dialer enhancements, automation, and reporting
• Keep SOPs, training materials, and knowledge resources accurate, and lead change management for new systems and policies
• Ensure compliance with HIPAA, applicable privacy requirements, and company policies
• Contribute to budgeting and resource planning

Benefits

• Base salary: $70,000 – $76,000, commensurate with experience
• Medical, Dental & Vision: Eligible the first of the month following 30 days; Xterra Health covers 75% of employee premiums
• Unlimited PTO, plus 10 paid company holidays
• 401(k): 100% employer match up to 4% of eligible compensation; immediate vesting; enrollment the first of the month following 90 days
• Remote position