Call Center Manager


Miami, FL


Call Center Manager

Smith & Wilkinson’s health insurance client based in Miami, FL is looking for a Call Center Manager to oversee more than fifty English and Spanish speaking licensed agent with the mission of improving overall performance, sales metrics, and agent conversion rates. This role will hire, coach, and train new agents and must have extensive knowledge in call center operations and CRM technology.

 Other Responsibilities Include:

  • Budget and track expenses of the center
  • Evaluate accuracy, call waiting, drop metrics
  • Prepare status reports for other department heads
  • Analyze call center data to improve processes and customer satisfaction
  • Drives sales strategies to hit goals

 Some Must Haves:

  • Minimum 8 years of recent experience managing a call center
  • Strong Healthcare, Insurance, Financial Services background
  • Willingness to obtain a Health/ Life license (company paid)
  • Strong Excel skills
  • Spanish speaking a plus!


Company offers competitive salary and bonus and room for advancement. If you come from a strong contact center background, please contact Stacy St. Onge to learn more.


Smith & Wilkinson