Call Center Manager - Full time

Who We Are:
Southern New Hampshire Health has been a cornerstone of the region since 1893, delivering high-quality, compassionate care close to home. Anchored by Southern New Hampshire Medical Center—a 188-bed, DNV-accredited hospital in downtown Nashua with a Level III-N trauma center, Level II Special Care Nursery, and Magnet® designation for nursing excellence—we offer a full spectrum of services from primary care to advanced diagnostics and specialized treatments. Our medical staff includes over 500 providers from Foundation Medical Partners, and local practices. Foundation Medical Partners, our multi-specialty group, spans 70+ practices across southern New Hampshire and northern Massachusetts, providing coordinated, patient-centered care to thousands each year.

About the Job:
As the Call Center Manager, you will lead and coordinate all aspects of the Southern New Hampshire Medical Center (SNHH) call center and switchboard operations. Reporting directly to the Executive Director of Access & Engagement Systems, you will oversee a 24x7 team, managing staff, budgets, and technology lifecycles to deliver the highest quality telephone interactions for our customers. This is an exempt-status leadership position that serves as a vital liaison between the call center and various departments, practices, and emergency management teams across the organization.

What You’ll Do:
• Manage day-to-day 24x7 call center operations, workforce scheduling, and workload forecasting to maintain high productivity, quality, and service standards.
• Provide direct leadership, coaching, and development to call center supervisors and team members, including performance monitoring, recruitment, and conflict resolution.
• Function as the primary liaison between the call center and clinical practices, training practice managers on scheduling systems and overseeing after-hours answering services.
• Supervise critical communication systems, including organizational directories, pagers, paging groups, and emergency code call center response protocols.
• Oversee financial targets, prepare department budgets, monitor variance reports, and maintain robust business continuity plans for system uptimes and failures.
• Collaborate with IT and external vendors to ensure call center technologies reliably support the current and future needs of the department and organization.

Who You Are:
• Educated professional with a Bachelor’s degree, or equivalent experience (an additional 4 years of directly related experience can be substituted for the degree).
• Experienced leader with a minimum of 5 years of call center experience, including at least 2 years in a team lead, supervisory, or management role.
• Healthcare-savvy professional with prior experience working within a hospital or healthcare system preferred.
• Strong communicator skilled at building relationships with vendors, leadership, and cross-functional teams, with a proven ability to prioritize demands and handle confidential matters with discretion.
• Flexible supervisor who is willing to perform job-related travel and work occasional off-hours, weekends, holidays, or overnights as needed to support a 24x7 operation.

Why You’ll Love Us:
• Health, dental, prescription, and vision coverage for full-time & part-time employees
• Short-term, long-term disability, life & pet insurance
• Tuition reimbursement & Nursing Student Loan Paydown Program
• 403(b) Retirement savings plans
• Continuous earned time accrual & more!

Southern New Hampshire Health is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, disability status, veteran status, or any other characteristic protected by law.