Job Title
Call Center Manager
Date Posted
Job Type
Full-Time Regular
Job Description

Call Center Manager – Memphis, TN

Full-Time, Salary Position


  • Manage team of call center employees to promote a working team environment and ensure best practices are shared
  • Monitors productivity and performance standards
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Plans and directs workflow and project assignments
  • Oversees call volume to ensure service standards are met
  • Provide oversight and direction for call center staff including scheduling, training, coaching and supervision
  • Assist in the hiring, training and performance evaluation of staff
  • Create, implement and evaluate policies and procedures, protocols and effective workflow processes in conjunction with the Revenue Cycle Director
  • Creates and monitors effective communication avenues with physicians, medical assistants, division leadership and staff
  • Works with the Revenue Cycle Director to develop policies, procedures and the business work plan for the team
  • Recognizes and recommends operational improvements
  • Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management


  • Two to three years of proven managerial experience in a call center environment
  • Excellent telephone and communication skills both written and oral; the ability to handle multiple tasks; self-motivated, can work independently
  • Strong computer, analytic and data management skills
  • Proficient in MS Office and call center equipment/software programs
  • Ability to coach and motivate staff to meet and exceed performance goals
  • Ability to promote the highest level of ethical & professional conduct
  • Ability to adapt to a dynamic working environment and make independent decisions
  • Ability to handle challenging customers in a professional manner
  • Ability to coach and motivate representatives to meet and exceed performance goals
  • Ability to demonstrate problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions
  • Ability to adapt to a dynamic working environment and provide dynamic support

Please forward resume to

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