Call Center Manager

Call Center Manager Skilled Nursing Facility in Fort Wayne Fort Wayne, IN Job Details Full-time 1 day ago Benefits Health insurance Dental insurance Paid time off Vision insurance Qualifications Staff supervision Team supervision Operational management Coaching Certified Recovery Specialist Recovery peer support CRM system proficiency Full Job Description We are committed to transforming lives through compassionate, evidence-based behavioral health and addiction services. As we grow, we are seeking dedicated professionals who are ready to elevate care and make a difference every day.

Summary:

Lead peer team, review call quality, support peers through burnout prevention. Job Responsibilities Provide strategic and operational leadership for the call center. Oversee quality improvement initiatives Coordinate with Business Development team to maintain partnerships with treatment providers, state agencies, and recovery community organizations. Ensuring integration of peer recovery support best practices to improve engagement and retention Provide emotional support and burnout-prevention guidance for peer reps. Escalate inquiries that require clinical review to assigned therapist or nurse when appropriate. Coordinate training, onboarding, and continuing education as needed. Including, initiating training and supportive services for staff that address topics such as crisis intervention, suicidality, and mandatory reporting. Provide daily supervision, coaching, and performance management for representatives, including offering live call support. Manage staff scheduling and shift coverage. Monitor call center outcomes including call volume, conversion, speed-to-answer, drop offs, etc. Conduct call audits and quality assurance reviews. Oversee call documentation, data entry accuracy, and reporting tasks. Benefits Competitive salary Medical, Dental & Vision plans Vacation plan Paid Time Off Positive work environment Regular staff appreciation and recognition Qualifications Certified peer recovery specialist with SUD experience. Bachelor or Master's degree in behavioral health, public administration, or related field, preferred. Minimum 5 years of management experience in behavioral health, SUD, recovery support, or call center operations Demonstrated supervisory experience preferred. Strong organizational, communication, and coaching skills. High acumen for maintaining CRM and utilizing data-driven decision-making. We are an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for all employment; free from discrimination on the basis of race, creed, color, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, religion, associational preferences, status as a qualified individual with a disability, or status as a protected veteran.