[Hiring] Medical Answering Service Call Center Manager @Call 4 Health

Role Description

The Floor Manager provides day-to-day leadership and operational oversight for Team Leads, ensuring effective workflow distribution, performance reporting, and clear communication across departments. This role partners closely with Quality Assurance (QA), Performance Development, Client Relations, IT, and Senior Operations leadership to support service excellence, operational consistency, and continuous improvement in a fast-paced call center environment.

Qualifications

• Associate’s Degree in Business Administration or a related field (or equivalent experience).
• Minimum of 2–5 years of experience in a healthcare-related or contact center environment.
• Prior leadership or supervisory experience preferred.

Requirements

• Coordinate and oversee daily workflows to ensure work is completed accurately, compliantly, and within established timelines.
• Support Team Leads with daily operational issues, production challenges, and escalations.
• Monitor performance metrics and conduct regular KPI reviews for Team Leads.
• Adhere to weekly reporting requirements and ensure timely, accurate data submission.
• Participate in the development, implementation, and refinement of call center processes, systems, and workflow improvements.
• Partner with IT to identify, test, and implement system enhancements and technical solutions.
• Respond to client and Team Lead inquiries related to processes, workflows, and account-specific protocols.
• Provide direct supervision and leadership to Team Leads (typically 5–10, based on business needs).
• Train, coach, motivate, and develop Team Leads to drive performance, engagement, and accountability.
• Conduct 90-day and annual performance reviews for Team Leads, including documentation and feedback.
• Identify training needs and collaborate on process improvements and development initiatives.
• Partner with Senior Operations Management and HR on hiring decisions, performance management, retention efforts, and professional development initiatives.
• Support operational needs including overtime with little or no notice, as required.
• Maintain consistent and punctual attendance.
• Demonstrate professionalism, accountability, and openness to constructive feedback.
• Perform other duties as assigned based on department, client, or company needs.

Benefits

• Ability to sit for extended periods.
• Frequent use of hands for keyboarding and operating office equipment.
• Ability to communicate effectively via phone and video conferencing.
• Occasional standing, walking, stooping, kneeling, or crouching.

Work Environment

• Fast-paced, metrics-driven call center environment.
• Ability to maintain professional relationships with individuals of varying personalities and communication styles.
• Adaptability to change and ability to manage stress effectively.

Remote Work Requirements

• Maintain a distraction- and noise-free workspace.
• Calls and meetings must be conducted in a professional environment free of background noise.
• Camera use required for meetings and trainings.
• Dress code: Business casual for Team Leads and Floor Managers, per company policy.

Disclaimer

This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. It may be modified at any time based on department, client, or company needs.