Senior Call Center Manager

Job SummaryLead a team of wellness coordinators delivering exceptional support for Remote Patient Monitoring (RPM), Remote Therapeutic Monitoring (RTM), Chronic Care Management (CCM) and Collaborative Care Management (CoCM) and other similar programs. Drive operational excellence through strategic hiring, comprehensive training, rigorous metrics management, and continuous process improvements to enhance patient outcomes and compliance.

The Senior Manager will lead resources across the United States, India, Latin America and the Philippines. This role is ideal for a self-motivated leader who thrives in startup and high-growth environments, enjoys building structure from ambiguity, and can seamlessly shift between strategy and execution.

Key Responsibilities

- Oversee recruitment, onboarding, and hiring of wellness coordinators, ensuring alignment with healthcare compliance standards like CMS guidelines for RPM, RTM, CoCM, and CCM and other similar programs.
- Establish and monitor key performance indicators (KPIs) such as call contact rates, patient retention, monthly check-in completion (e.g., 90%+), and escalation accuracy efficiency; analyze trends to optimize team performance.
- Identify process gaps in call workflows, patient outreach, and data documentation; lead initiatives for automation, scripting improvements, and quality assurance audits.
- Collaborate with clinical leads and product teams to refine protocols for case reviews, chronic condition management, device setup, and wellness coaching.
- Develop and implement training programs focused on patient engagement, device troubleshooting, care plan documentation,



and HIPAA-compliant call handling.
- Foster a high-performance culture through coaching, performance reviews, and career development for a remote or hybrid team.

Own Day-to-Day Execution

- Oversee daily call center operations across the US, India, Latin America and the Philippines with a strong focus on delivery, efficiency, and client satisfaction.
- Analyze operational performance to identify bottlenecks, and lead data-driven process improvements that increase efficiency, reduce cost, and improve outcomes.
- Serve as the escalation point for critical operational and client-impacting issues.

Build & Scale Operations

- Design, implement, and scale global operational frameworks that support rapid growth.
- Establish foundational processes, SOPs, KPIs, and governance models across regions.
- Ensure operational consistency while allowing flexibility to enable high-touch, relationship-driven engagement and experience.

Financial & Resource Management

- Own operational budgets, forecasting, and cost management.
- Optimize staffing models, workforce planning, and utilization across regions.
- Balance speed, quality, and cost—making smart trade-offs in a startup setting.

Key Skills & Traits





- Builder mindset with the ability to create structure from scratch.
- Strong financial and call center acumen with a focus on efficiency and scalability.
- Excellent leadership and people management skills in multicultural environments.
- Highly analytical, data-driven, and comfortable making decisions with imperfect information.
- Clear, confident communicator who can influence across teams and stakeholders.
- Adaptable, resilient, and energized by change.

Required Qualifications

- Bachelor's degree in Business, or related field; Master's preferred.
- 7+ years in call center operations, with 3+ years in senior management
- Proven expertise in workforce planning, training design, metrics dashboards (e.g., via Excel or CRM tools), and process optimization.
- Proven success managing distributed teams and global delivery models.

Preferred Skills

- Exposure to Healthcare operations, healthcare services, or healthcare-enabled BPO.
- Strong knowledge of healthcare regulations (CMS, HIPAA) and patient-centered care metrics.Proficiency in EHR systems, call center software, and analytics tools.
- Experience in RPM/RTM/CoCM/CCM or healthcare contact centers .
- Excellent leadership, communication, and problem-solving abilities in fast-paced environments.

Pay: ₹800,000.00 - ₹1,200,000.00 per year

Perks:

- Provident Fund

Application Question(s):

- Have you managed distributed teams across multiple countries? Yes/No

Experience:

- Call center: 7 years (Required)
- US Healthcare: 2 years (Required)
- Senior Call Center Manager: 3 years (Required)

Work Location: Remote

📌 Senior Call Center Manager (India)
🏢 Dasceq India
📍 India