Call Center & Company Communications Manager

We are looking for a highly organized, personable, and responsive Call Center & Company Communications Manager to oversee our live answering and company communication functions. This is a highly visible role within our organization. You will help ensure that clients, families, caregivers, referral partners, and employees receive a professional and helpful experience.

You’ll also serve as an important communication link between our callers and internal teams, helping make sure questions get answered, messages reach the right people, and urgent concerns do not fall through the cracks.

• Oversee the day-to-day operation of our live answering and call-routing function.
• Ensure incoming calls are answered professionally and directed to the appropriate person or department.
• Monitor call quality, response times, and message accuracy.
• Identify recurring questions, complaints, and communication issues and bring important trends to leadership’s attention.

• Provide a warm, professional experience for clients, families, caregivers, referral sources, and community partners.
• Help callers navigate the organization and quickly connect with the right resource.
• Maintain clear call guides, FAQs, and scripts for commonly received questions.
• Ensure urgent calls and escalations are appropriately handed off to Scheduling, Client Services, HR, or leadership.

• Help information move clearly and consistently between departments.
• Support internal communications so employees remain informed and aligned.
• Track common questions and issues coming through the phone system and identify opportunities to improve communication and processes.

• Assist with company communications, documentation, and special projects.
• Coordinate follow-up across multiple departments.
• Help ensure important assignments move from discussion to completion.
• Support HR-related communications and projects when assigned, including employee communications, documentation, employment verification, and policy or process support.

• Communicates exceptionally well by phone, email, and in person.
• Is warm, professional, confident, and service-oriented.
• Is highly organized and dependable.
• Can manage multiple priorities without losing track of details.
• Takes ownership and follows through without needing constant reminders.
• Exercises good judgment when handling sensitive situations.
• Knows when to solve an issue directly and when to escalate it.
• Works effectively with employees at every level of an organization.
• Is comfortable learning new systems, processes, and responsibilities.
• Enjoys creating organization, improving communication, and making sure things get done.

• We would especially value candidates with experience in one or more of the following:
• Call center or high-volume phone operations
• Customer service
• Office or administrative management
• Healthcare, home care, senior care, or another service-oriented organization
• Employee or internal communications
• HR or employee-relations support
• Project coordination