Call Center Manager

Xterra Health is a fast-moving, mission-driven organization empowering veterans through transparent access to the care, benefits, and support they’ve earned. For many veterans, the call center is their first and most frequent contact with Xterra Health, so how it runs shapes how much confidence they have in the support they’ve earned.

When a call center runs poorly, veterans wait, receive inconsistent answers, and lose confidence. Ours is a growth-stage operation with established SOPs and a CRM platform, and the work ahead is strengthening and scaling what exists.

The Call Center Manager owns daily contact center operations end to end: staffing and scheduling, queue and service level performance, quality standards, team development, and the 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.

This 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. It is not a fit for someone who prefers to manage only from dashboards.

Key Responsibilities

Operations & Workforce Management

• Direct daily inbound and outbound call center operations to keep queues, response times, and outstanding communications under control
• Build workforce plans and schedules based on contact volume, business growth, and projected service needs
• Establish workload distribution processes that prevent backlogs
• Ensure consistent execution of SOPs and communication standards

Performance Management & Team Leadership

• Set individual and team performance expectations, and track average handle time, first-contact resolution, quality scores, schedule adherence, and customer satisfaction
• Build dashboards and reports, and present trends, risks, and recommendations to senior leadership
• Lead Call Center Team Leads, Senior Representatives, and Representatives through one-on-ones, coaching, and performance reviews
• Address performance concerns through structured coaching and corrective action in partnership with Human Resources
• Partner with HR on recruitment, onboarding, retention, and succession planning

Veteran Experience & Quality

• 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

Process Improvement & Compliance

• 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, and contribute to budgeting and resource planning

Required

• 5+ years of experience in call center, contact center, or customer service operations, including 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

Preferred

• Experience at a veteran-facing organization, in the military or government services space, or with military-connected audiences
• Military service or a personal connection to the veteran community
• Experience in healthcare or another regulated industry, with familiarity with HIPAA
• Experience leading remote or distributed teams, and supporting rapidly growing organizations
• Experience with GoHighLevel or comparable CRM platforms, process automation, and QA programs

Compensation & 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