Call Center Manager

About Belle

Belle is a fast growing engagement company that is revolutionizing home healthcare – and it all begins with the feet. With 25M+ U.S. seniors no longer able to see or reach their feet, a lack of self care and mobility challenges cost the health insurance plans $38B+ in preventable medical spending every year.

Belle trains and manages a network of nail technicians or “Belle Technicians” who provide in-home foot care (aka medical pedicures). Belle uses cutting edge data science to identify those most in need on behalf of health plans and deploys its services accordingly. While in the home, Belle Technicians complete assessments and screenings, often being the first to identify emerging issues below and above the knee. As these issues arise, a team of remote nurses coordinate care with other healthcare providers - preventing serious and costly episodes.

Our mission: Bring Joy to Healthcare. Join us if our cause inspires you!

About this Role

Belle is looking for an entrepreneurial and results-driven Call Center Manager to lead and optimize our call center operations. In this role, you will not only manage a high-performing team but also play a pivotal role in launching new talk tracks, testing innovative ideas, and integrating AI-driven technologies to enhance efficiency and customer experience. If you thrive on building and scaling operations while driving meaningful change in healthcare, this is the role for you. 

This role is fully remote.

Responsibilities

• Lead, coach, and develop a team of call center agents, fostering a high-performance culture.
• Ensure compliance with company policies, industry regulations, and customer service standards.
• Drive operational excellence by implementing scalable processes and performance metrics.
• Identify opportunities to enhance customer interactions and improve operational efficiency through AI technologies.
• Act as a change agent, testing and implementing new engagement strategies.
• Manage call volume, workforce scheduling, and resource allocation to maintain service level agreements (SLAs).
• Implement and oversee quality assurance initiatives to ensure consistent and high-quality customer interactions.
• Monitor call center performance, analyze data, and generate reports to assess productivity, monitor customer satisfaction and drive strategic decisions.
• Foster a positive, motivated work environment that promotes teamwork and professionalism.
• Handle escalated customer issues and provide resolutions to ensure customer satisfaction.
• Collaborate cross-functionally to optimize workflows, enhance service offerings, and improve customer satisfaction.

Experience, Skills, & Personality

• Proven experience as a Call Center Manager or similar leadership role.
• Strong knowledge of call center operations, performance metrics, and customer service principles.
• Proficiency in call center software, CRM systems, and data analytics tools.
• Experience implementing AI technologies in a call center environment to enhance automation and customer engagement.
• Strategic thinker with the ability to test and scale new ideas quickly and effectively.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze data, generate reports, and make data-driven decisions.
• Exceptional problem-solving skills and the ability to manage high-pressure situations.
• Strong organizational and time-management abilities.

Benefits

• Flexible, remote work arrangement
• Competitive compensation
• Health, dental and vision benefits
• 401k 
• A great support structure: we are here for you
• All the resources and tools that you need to succeed
• Ability to reshape an industry and protect lives

Belle is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Belle does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Belle also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.