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Call Center Manager The Collab Team Tampa, FL Job Details Full-time $75,000 - $85,000 a year 1 hour ago Qualifications Performance dashboard reports Team leadership Metrics Reporting Team development Data-driven problem-solving Call center management

Full Job Description Status:

Full-time, 1099 contractor

Location:

In-office, Tampa, FL Compensation:

$75,000-$85,000/yearly, commensurate with experience Reports to: Co-Founders Our Company Mission To help people move better, hurt less, and live fully, by putting proven technology into a platform anyone can use. Your Team Oversees a team of roughly 30 people across two functions: our outbound call team and our patient coordinators, who support customers through the seminar and event process. Represents this team in the weekly leadership meeting. Position Summary This role owns the performance and accountability of a large, distributed team, roughly 30 people between our outbound callers and our patient coordinators. You are not doing the day-to-day calling or coordinating yourself; you are making sure the people doing it are hitting their numbers, following processes, and getting coached or corrected when they're not. This is a one-to-many management style: you'll spend the bulk of your time watching metrics and dashboards across the full team rather than closely coaching a handful of people. Customer service is a small, light-touch piece of this role, expect roughly a few hours a week handling escalated customer issues, not the core of the job. We're looking for a calm, steady manager first and foremost, not a sales star. The most important qualification is proven experience managing a team of this size and structure (a call center, a BDC, or a similar high-volume phone-based team), not sales performance, sales experience, or customer service experience. Someone who was the top individual performer on a sales team is not necessarily the right fit here; someone who has managed a team of performers, even a mid-level one, usually is. Key Responsibilities Team Management & Oversight Manage and hold accountable roughly 30 people across the outbound call team and the patient coordinator team. Track performance against defined metrics for each function, flag underperformance early, and run the coaching or corrective conversations needed to fix it.

Run a one-to-many management style:

monitor metrics and dashboards across the full team rather than providing close, individual coaching to each person. Represent this team in the weekly leadership meeting, reporting on performance and issues. Metrics & Accountability Define and maintain clear, trackable KPIs for both the call team and the patient coordinator team. Build a consistent review cadence (e.g. weekly scorecards) so performance issues surface early rather than after they've become a pattern. Customer Service (Light Touch) Handle a small volume of escalated customer service issues personally. Use the customer service SOPs and FAQ resources already in place; you are not expected to build this function from scratch or carry ticket volume. Manage the overseas customer support agent.

Qualifications / Key

Competencies Proven experience managing a team of 15 or more, ideally in a call center, BDC (business development center), or similar high-volume phone-based environment. A calm, steady, process-oriented management style; comfortable holding people accountable to metrics without needing to be their top performer yourself. Comfortable with a one-to-many management style, tracking performance across a large team through metrics and dashboards rather than day-to-day hands-on coaching. Data-driven and comfortable working in a CRM/dashboard environment (we use GoHighLevel and Odoo). Sales or customer service experience is a plus but not required; management experience of a comparable team is the priority. Based in or willing to relocate to the Tampa, FL area; this is an in-office role. Comfortable working as a 1099 contractor with possible transition to W2 Employee. Key Performance Indicators Team-wide performance against defined call team and patient coordinator metrics. Consistency and timeliness of coaching/corrective action on underperformance. Progress toward bringing the outbound call function in-house. Escalated customer service issues resolved within a defined turnaround time. Expectations Know where every part of the team stands against its numbers at any given time, not just at month-end. Escalate patterns, not just individual incidents, to leadership with a clear recommendation attached. Keep the weekly scorecard and KPI reporting current and accurate for both functions. Move quickly on underperformance; don't let a coaching issue run for weeks before addressing it.

Pay:

$75,000.00 - $85,000.00 per year

Work Location:

In person