Manager, Call Center Operations

Manager, Call Center Operations

Improving the lives of those with chronic care diseases while providing solutions to our customers.

Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

Please note this is an in-person role

Who We Are :

SuperCare Health (SCH) is the foremost post-acute, in-home healthcare provider in the Western U.S., dedicated to serving the healthcare needs of our expanding patient population for nearly 50 years. Specializing in respiratory and chronic disease management, we have earned our position as a leader in the industry by delivering innovative solutions that significantly enhance the quality of life for our patients. Our unwavering commitment to excellence has established us as a trusted partner for healthcare providers nationwide.

What We're Looking For :

The Manager, Call Center Operations will be responsible for launching and managing SuperCare Health's Call Center hub in the Salt Lake City area. This individual will play a key role in establishing a strong presence in Utah, leading the hiring, training, and development of a team of 3050 onsite Customer Care Specialists. The Call Center Manager will ensure excellence in patient and provider support, drive operational efficiency, and deliver on key performance indicators (KPIs) aligned with company goals.

What You'll Do :

Leadership & Team Management :

• Build, lead, and manage a team of 3050 Customer Care Specialists in person at the Salt Lake City hub.
• Recruit, hire, and onboard new staff to support the rapid growth of the Utah market.
• Provide coaching, mentoring, and performance management to ensure team success.
• Foster a culture of accountability, collaboration, and service excellence.

Training & Development :

Oversee training and skill development programs for Customer Care Specialists, with support from corporate resources.

Ensure staff are fully equipped to handle patient inquiries, provider communications, and service-related calls effectively and compassionately.

Promote continuous learning to enhance call quality, compliance, and efficiency.

Operations & Performance Management :

Establish and implement call center processes, workflows, and best practices.

Track, analyze, and report on call center KPIs, including call volume, service levels, quality assurance, first-call resolution, patient satisfaction, and productivity metrics.

Develop strategies to improve operational performance and deliver measurable results.

Collaborate with cross-functional teams, including Clinical Services, Field Operations / Dispatch, and Corporate Operations, to ensure seamless patient experiences.

Strategic Impact :

Serve as the primary leader establishing SuperCare Health's call center presence in Utah.

Partner with senior leadership to align the call center's goals with overall business objectives.

Act as a change agent to support growth, scalability, and excellence in patient care delivery.

This role may be a fit for you if you have

A Bachelor's degree in Business, Healthcare Administration, or related field preferred.

Minimum 5 years of call center leadership experience, preferably in healthcare, durable medical equipment (DME), or related industries.

Proven track record of managing large teams (30+ employees) in a high-volume call center environment.

Strong understanding of call center operations, metrics, and workforce management.

Excellent leadership, communication, and interpersonal skills.

Ability to thrive in a fast-paced, growth-oriented environment.

Demonstrated ability to recruit, build, and retain high-performing teams.

Proficiency with call center technology platforms and reporting tools.

Benefits :

Medical

Dental

Vision

Flexible Savings Account

401K

Voluntary Life Insurance

Observed Holidays : New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day

Perks :

Paid Training

Paid Time Off

Sick Time

Growth Opportunities

Employee Referral Reward Program

Employee Discount Program

Any employment proposal is contingent upon satisfactory completion of : Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests

What SuperCare Health is About :

SuperCare Health is a comprehensive, post-acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes. Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients. Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to-end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP / BiPAP, enteral nutrition, pharmacy services, and an expanding population health program. We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters : reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.