Call Center Manager

Open Position: Call Center Manager

Reports to: Director, Support Services & Quality Assurance

Location: On-site in Birmingham, AL

About Us:
At HST Pathways, we’re passionate about transforming healthcare. Our innovative software empowers surgery centers to provide care that’s not only more cost-efficient but also leads to better outcomes for patients. Backed by Bain Capital, we’re a profitable, fully remote SaaS company that’s growing quickly and entering an exciting new stage of expansion. With that growth comes opportunity—for us, our customers, and the people who join our team.


What We’re Looking For:
We’re looking for someone who is authentic, inspiring, and motivated to grow. You’re a quick learner who enjoys working in a fast-paced, evolving environment. You value diversity and inclusion and want to be part of a company that puts people first. Our values resonate with you, and you’re ready to embody them in your daily work.

In this role, you’ll roll up your sleeves and take on a high-volume workload with energy and enthusiasm. You are data-driven and results-oriented, but you also know the importance of building strong relationships and contributing to a positive team culture. Most importantly, you’re excited about the chance to make an impact—not only within our company but also in the broader healthcare community we serve.


Why Join Us:
At HST Pathways, you’ll find more than just a job — you’ll find a place to grow, contribute, and belong. We offer the flexibility of remote work and the stability of a well-backed, profitable company. You’ll collaborate with talented teammates who are passionate about healthcare innovation and committed to each other’s success.

Responsibilities:
The Call Center Manager is responsible for leading, developing, and modernizing the organization’s customer support call center operations. This role oversees the daily performance of both onsite and remote support staff, ensuring consistent service quality, operational efficiency, and a strong customer experience across all support channels.

A key responsibility of this role is to support the evaluation and implementation of call center technologies that improve workload distribution, call routing, call recording, quality monitoring, reporting, and automation. The manager works closely with internal teams to support operational improvements and maintain effective support processes. The Call Center Manager will partner with IT and leadership to establish the operational infrastructure required to support scalable and efficient call center operations.

This role requires strong operational leadership through active floor management in the physical call center as well as effective oversight of remote employees, ensuring consistent coaching, performance management, and employee engagement regardless of location. The Call Center Manager is also responsible for developing employees through structured coaching, mentoring, and ongoing education while implementing quality monitoring and performance improvement programs.

• Manage day-to-day operations of the call center including staffing, scheduling, call queue management, and workload distribution.
• Ensure service levels, response times, and customer satisfaction goals are consistently achieved.
• Monitor call volumes and support trends to optimize staffing and operational efficiency.
• Establish standardized processes for customer interactions, issue resolution, and escalation management.
• Address operational issues in real time and support the team in resolving customer concerns efficiently

Hybrid Workforce Management (Onsite & Remote Employees)

• Lead and manage a team consisting of both onsite call center employees and remote support staff.
• Maintain an active presence on the call center floor to provide real-time guidance and operational oversight.
• Ensure remote employees remain fully integrated into team workflows, communication channels, and performance expectations.
• Monitor employee productivity, schedule adherence, and service quality across all locations.
• Foster a cohesive team culture that promotes accountability, collaboration, and engagement regardless of work location.

Quality Assurance & Performance Management

• Support the administration of the call quality monitoring program.
• Utilize quality scorecards to evaluate performance and ensure consistent service standards.
• Utilize call recording and monitoring tools to review customer interactions and identify coaching opportunities.
• Address performance gaps through coaching and development for both onsite and remote employees.

Coaching, Mentoring & Employee Development

• Provide ongoing coaching, mentoring, and professional development for call center staff.
• Conduct regular one-on-one meetings, performance reviews, and call coaching sessions.
• Deliver training programs focused on customer service excellence, communication skills, and product knowledge.
• Support employee growth through education, skill development, and career progression opportunities.
• Develop and maintain internal knowledge bases and support documentation to ensure consistent issue resolution.

Reporting & Analytics

• Establish reporting frameworks to track operational performance metrics including call volume, service levels, first call resolution, customer satisfaction (CSAT), and quality assurance scores.
• Provide leadership with regular operational performance and improvement opportunities.

Qualifications:

Required

• 5+ years of experience managing call center or customer support operations.
• Experience managing hybrid teams consisting of onsite and remote employees.
• Experience implementing or improving operational processes and support structures.
• Experience evaluating or implementing telephony or call center technology platforms.
• Strong leadership, coaching, and employee development skills.
• Strong organizational, operational, and analytical capabilities.

Preferred

• Experience building or modernizing a call center environment.
• Experience selecting and implementing call center technology platforms.
• Experience introducing automation or workflow optimization tools.
• Familiarity with CRM or support ticketing systems.

Key Competencies

• Operational leadership
• Hybrid workforce management
• Technology implementation
• Process design and optimization
• Employee coaching and development
• Quality management
• Data-driven decision making
• Customer experience management

Team Culture + Values:

• One Team: We win together, support each other, and share credit.
• Inclusion: We respect differences and welcome every voice.
• Transparency: We’re open, honest, and clear about our goals.
• Agility: We move fast, test ideas, and learn as we go.
• Empathy: We listen, care, and anticipate others’ needs.
• Growth Mindset: We stay curious, keep learning, and aim to improve every day.
• Proactivity: We act thoughtfully, own outcomes, and bring our best selves to work.

Perks & Benefits:

• Remote work environment
• Health benefits paid for employees
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.