Call Center Manager - Valencia, CA

Pailin Group Executive Search

Call Center Manager

Job Summary:

We are currently seeking an experienced Call Center Manager to work in Valencia Call Center. Agents process telephone orders from patients and referral sources in a fast paced, high volume environment. The primary function of this position is to manage all employee, operation and activity involving telephone customer support.


  • Medical, Dental and Vision

  • 401(k)

  • Personal, Sick and Vacation Days

  • Flexible Spending Account

  • Life & Disability Insurance

  • Education Assistance

  • Employee Discounts

 Key Job Responsibilities:

  • Oversee development of departmental policies and procedures

  • Develop short and long term goals for Contact Center Department

  • Ensure training and development of staff

  • Manage and coordinates implementation of customer service systems

  • Work with Quality Assurance Specialist to ensure that program goals and quality service are being achieved

  • Conduct studies and submits recommendations for improving contact center operations

  • Manage contact center departmental budget

  • Oversee coordination of training for customer service agents on new products

  • Provides post-event reports, analysis, and regular status reports on contact center operations. Including Flash Report and Business Plan

  • Identify operational issues and duties that benefit sales and productivity

  • Analyze “Month End Reports” for effectiveness in generating additional sales and calculate incentives to be paid to supervisors and Assistant

  • Analyze daily, weekly, and monthly phone system reports

  • Analyze Press-Ganey customer service reports

  • Deliver performance reviews to staff and oversee preparation of performance reviews by the supervisors

  • Interview, select, ensure orientation, training and when necessary discipline and/or discharge of personnel

  • Miscellaneous projects as assigned by director

  • Work with WFM Specialist to achieve acceptable schedule adherence


  • BA/BS degree in Business Administration, Management, or related discipline preferred

  • 4+ years management experience, preferably in a call center environment

  • 5+ years experience in a customer service/call center environment

  • Strong organizational, communication, and leadership skills

  • Proficient in Microsoft Word and Microsoft Excel

TO APPLY forward resume and salary requirements to Roxxanne Miller at