Manager, Virtual Call Center Operations

Array Behavioral Care is the nation's leading virtual psychiatry and therapy practice. As the leading mental health provider, Array is on a mission to transform access to quality, timely behavioral health care through innovative telepsychiatry solutions and services that span the entire care continuum, from the hospital to the home. Array partners with an extensive network of hospitals, health systems, community healthcare organizations, and payors to improve access and deliver the highest quality of care to patients.

About The Role

The Manager, Access Center oversees the daily operations of Array’s virtual call center team, which provides support to hospital staff and clinicians within the OnDemand virtual behavioral healthcare practice. This role is responsible for managing all operational aspects of the Access Center, including hiring, training, coaching, and leading remote representatives. The Manager ensures that workflows are efficient and effective, makes data-driven decisions to enhance team performance, and collaborates with stakeholders across the organization to maintain high levels of partner and patient satisfaction. The position is accountable for implementing Access Center initiatives and maintaining access to quality behavioral care in a fully remote environment.

What You’ll Do

• Oversee daily operations of the Access Center, ensuring service quality and efficiency
• Develop and implement policies, objectives, and KPIs for performance monitoring
• Manage workforce planning, scheduling, and resource allocation
• Lead training programs and coaching initiatives for supervisors and Access Center team members
• Drive customer experience improvements and adopt new technologies
• Handle escalated issues and coordinate with other departments for resolution
• Supervise, interview, hire, train, coach, and lead virtual behavioral healthcare call center representatives as they provide support to patients and clinicians
• Develop skills, retain talent, and ensure team member and customer satisfaction, leverage systems, and improve efficiency
• People management tasks including but not limited to, managing vacations/PTO, leading team and individual meetings, conducting performance reviews, managing performance and improvement plans, and scheduling to ensure coverage for 24/7 call center operation
• Promote quality and efficiency by guaranteeing Access Center Representatives are proficiently identifying action steps and efficiently handling service coordination and clinician availability
• Respond promptly to representatives’ questions, guiding them through difficult calls or issues, diffusing frustrated situations, or handling issues; step in as needed for call coverage
• Oversee and maintain multiple system logins for Access Center Representatives, including but not limited to: Electronic Medical Record, phone and chat program functions, other internal systems
• Assist operations and other functions to improve processes for efficiency as well as establishing call center KPIs and goals
• Assist in the formulation of individual performance targets and team goals and metrics
• Facilitate and coordinate weekly and monthly metric and performance reports with Access Center staff and deliver reports and data in meetings and direct conversations
• Develop and update performance objectives metrics and SOPs for the Access Center’s day-to-day activities (e.g., calls received, handle times)
• Other duties as assigned
  
  

What We’re Looking For

• 7-10 years of call center or contact center operations experience within healthcare or behavioral health
• 4-6 years of supervising experience within a call center or contact center operations environment
• Bachelor’s degree in business administration, Communications, or a related field (optional)
• Strong leadership and people management skills
• Expertise in call center technologies, CRM systems, and workforce management tools
• Proficient in Excel and data management tools
• Working knowledge of MS Office, Salesforce, and Outlook
• Analytical skills for interpreting performance metrics and driving improvements
• Excellent communication and problem-solving abilities
• Ability to manage large teams and influence cross-functional decisions
• Ability to work in fast-paced, high-volume environments
• Familiarity with compliance standards and quality assurance frameworks
• Organization and time management skills with the ability to multitask
• Experience in dealing with highly sensitive and confidential information in a discreet and appropriate manner
  
  

POSITION LOGISTICS

• 100% remote position
• Required to have a private office space in home or elsewhere for confidentiality
  
  

Compensation And Benefits

• The pay range for this role is $110,000 - $120,000 per year. This information reflects the anticipated salary range for this position using current market data. The final offer will be determined based on an individual's skills, years of experience, education, capacity, licenses, and other job-related factors permitted by law.
• Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions
• 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays
• 401k
  
  

Beware of fraudulent job postings and messages from scammers impersonating Array Behavioral Care employees and Recruiters. The only valid email addresses from Array Behavioral Care will be [email protected] and we will not ask you to download an app onto your phone in order to conduct your interview.