Manager, Call Center

TL;DR

Manager, Call Center (Customer Support): Leading day-to-day operations and driving strategic improvements in customer experience and operational efficiency with an accent on KPI achievement and team performance. Focus on coaching staff, analyzing call center data, and building effective cross-functional partnerships to ensure scalable support delivery.

Location: Must be based in Knoxville, TN (On-site)

Salary: $90,000–$100,000 USD

Company

hirify.global provides a digital payments network for the insurance industry, processing over $120 billion in annual volume to help carriers deliver frictionless payment experiences.

What you will do

• Supervise daily call center operations and support a team of customer service professionals.
• Coach staff through performance challenges and foster a high-performing team culture.
• Analyze call center data and product performance to prepare reports for management.
• Evaluate process effectiveness and implement corrective actions to meet service levels.
• Lead team, project, and process meetings.
• Develop and maintain relationships with internal and external stakeholders.

Requirements

• Minimum 2 years of call center management experience.
• Strong proficiency with CRM software and phone systems.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work on-site in Knoxville, TN.
• Thorough knowledge of Windows, Excel, and Word.
• Degree in Business, Communications, or equivalent experience.

Nice to have

• Experience in the insurance industry.

Culture & Benefits

• Comprehensive benefits including medical, dental, and vision insurance.
• 401(k) retirement plan.
• Strong commitment to work-life balance.
• Opportunities for career advancement and growth from within.