Call Center Manager

Call Center Manager – ABA Centers of America
Lauderdale Lakes, FL

About ABA Centers of America

ABA Centers of America is a healthcare innovator experiencing steady growth while revolutionizing the autism care field. We provide ABA (Applied Behavior Analysis) therapy and diagnostic services to our clients and families in our centers, in homes, and in the community. 

Listed by Inc. magazine as the 5th fastest-growing private company in the U.S., we are focused on opening new clinics and remaining self-funded without private equity investment. Committed to our sustainability and philosophy of innovation, our Chairman and Founder received the country’s preeminent business award, Ernst and Young’s Entrepreneur Of The Year® 2024 National Overall Award.

We are currently in 10 states with over 30 clinical service areas, and our roadmap will bring us to more than 50 clinical service areas over the next 12-24 months. We have the resources and talent usually found at a more mature organization, including fully staffed teams to support marketing, IT, accounting, and clinic growth.

Leadership Opportunity
Do you have a proven track record of call-center leadership or healthcare admissions combined with a high degree of empathy? We have a challenge for you with great career growth potential. We have a successful, innovative autism treatment center, and we need an experienced professional to continue building our call center expertise and systems.

The Call Center Manager oversees the daily operations of the call center, ensuring excellent service delivery, staff performance, and adherence to company policies. This role involves developing strategies to enhance customer satisfaction, implementing efficient workflows, managing resources, and maintaining team morale. The Call Center Manager is also responsible for meeting key performance indicators (KPIs) and continuously improving operations to meet organizational goals.

What You’ll Do

Operational Management

• Oversee the day-to-day operations of the call center, including inbound, outbound, and digital communication channels.
• Develop and implement strategies to improve operational efficiency and customer satisfaction.
• Ensure compliance with company policies, procedures, and industry regulations.
• Develop and maintain schedules to meet call volume demands effectively.

Team Leadership

• Conduct regular performance evaluations, providing constructive feedback and setting actionable goals.
• Foster a positive and collaborative work environment to boost team morale and reduce turnover.
• Address and resolve employee concerns, escalating issues when necessary.

KPI and Goal Management

• Define, set, and monitor team and individual KPIs, including metrics such as call resolution time, customer satisfaction, and adherence rates.
• Track performance against departmental goals and adjust strategies as needed to meet or exceed objectives.
• Conduct regular reviews of KPI performance and provide actionable feedback to staff.
• Develop incentive programs to motivate teams and align their performance with company goals.

Customer Experience

• Analyze customer feedback and implement solutions to address recurring issues.
• Develop and enforce quality assurance protocols to ensure consistent and exceptional service.
• Handle escalated customer complaints and provide solutions promptly.

Reporting and Analysis

• Generate and present regular performance reports to upper management, highlighting trends and improvement opportunities.
• Analyze call center data to identify areas for improvement and implement strategic initiatives.
• Collaborate with IT teams to troubleshoot technical issues and optimize system performance.
• Stay updated on industry trends and emerging technologies to ensure the call center remains competitive.