Top 26 call center manager Jobs in massachusetts

Practice Manager, Central Intake Call Center
BEHAVIORAL HEALTH NETWORK INC —Springfield, MA
- $97,500 a year
- Hybrid work
- Word processing
- Mid-level
- Master's degree
Manager of Customer Service
TJX Companies —Framingham, MA
- $104,800 - $136,200 a year
- Full-time
- 8 years
- Project management
- Bachelor's degree
- Health savings account
- Paid holidays
Associate Director, Contact Center Operations
Brighton Marine, Inc —Brighton, MA
- $90,000 - $120,000 a year
- Full-time
- Hybrid work
- 6 years
- Analysis skills
- Bachelor's degree
Quick Apply
Supervisor, Quality Assurance (Call Center/Insurance Operations) Webster or Boston, MA - Hybrid
MAPFRE —Boston, MA
- $80,000 - $110,000 a year
- Word processing
- Analysis skills
- Experience equivalent to degree accepted
- Health insurance
- Tuition reimbursement
Administration Manager Orthopedics Ambulatory Contact Center
Mass General Brigham Incorporated —Boston, MA
- $79,560.00 - $115,720.80 a year
- Full-time
- Hybrid work
- Office
- 3 years
- Master's degree
- Opportunities for advancement
Quick Apply
13d
Call Center Manager
Automated Health Systems —Marlborough, MA
- Mid-level
- 3 years
- Bachelor's degree
- Wellness program
- Health insurance
Quick Apply
Senior Director - Contact Center Operations, ONSITE, Marlboro or Chelmsford, MA, Full-Time
Digital Federal Credit Union / DCU —Marlborough, MA
- $160,000 - $190,000 a year
- Email
- 8 years
- Bachelor's degree
- Experience equivalent to degree accepted
Quick Apply
13d
Senior Product Manager (Contact Center Strategy)
Lendbuzz —Boston, MA
- $140,000 - $170,000 a year
- Full-time
- Remote
- Background check
- 5 years
- Office
Quick Apply
Assistant Supervisor – Borrower Services
City of Newton —Newton, MA
- $72,680 - $97,678 a year
- Mid-level
- Office
- Residential
- Paid holidays
- Disability insurance
Customer Experience & Service Transformation Advisory Manager
Accenture —Boston, MA
- $87,400 - $293,800 a year
- Full-time
- Hybrid work
- Computer Science
- Engineering
- Office
- Paid holidays
- Disability insurance
Team Manager - Customer Service
Arbella Insurance Group —Quincy, MA
- $68,000 - $73,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Bachelor's degree
- Paid time off
- Opportunities for advancement
PU&R Contact Center Operations and Transformation Manager
Deloitte —Boston, MA
- $144,000 - $241,000 a year
- Full-time
- Computer science
- Computer Science
- Up to 50% travel
5d
Assistant Supervisor – Borrower Services
City of Newton (City of Newton) —Newton, MA
- $72,680 - $97,678 a year
- Full-time
- Mid-level
- Office
- Residential
- Paid holidays
- Disability insurance
Member Services Supervisor
New England Appliance Group —Franklin, MA
- $62,400 - $70,000 a year
- Full-time
- Microsoft Outlook
- Mid-level
- Office
Quick Apply
Customer Contact Center Supervisor
unibank —Whitinsville, MA
- $25 - $32 an hour
- Full-time
- Bilingual
- Sales
- Research
Quick Apply
Assistant Contact Center Manager
Greenfield Savings —Greenfield, MA
- $27.40 - $38.46 an hour
- Full-time
- Mid-level
- High school diploma or GED
- Bachelor's degree
Quick Apply
7d
Food Service Supervisor
The Brigham and Women's Hospital, Inc. —Boston, MA
- $27.95 - $40.70 an hour
- Part-time
- Microsoft Word
- High school
- Hospital
- Opportunities for advancement
Quick Apply
14d
HVAC Service Manager
Sila Services —Woburn, MA
- $90,000 - $150,000 a year
- Weekends as needed
- Clean driving record
- Microsoft Excel
- 5 years
- Paid training
- Health savings account
Quick Apply
Central Triage Weekend Supervisor (LICSW/LMHC), Emergency Services
Beth Israel Lahey Health —Lawrence, MA
- $42,317.60 - $54,860.00 a year
- Part-time
- Hospital
- Computer literacy
- Windows
Service Operations Manager
Samsung HME America Inc —Danvers, MA
- Full-time
- 7 years
- Microsoft Outlook
- Marketing
- AD&D insurance
- Disability insurance
Quick Apply

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Practice Manager, Central Intake Call Center

BEHAVIORAL HEALTH NETWORK INC -
Springfield, MA

Apply Now

Job Details

$97,500 a year

Qualifications

Word processing
Master's degree
Supervising experience
Working with individuals with mental health conditions
Data collection
Working with individuals with substance use disorders

Full Job Description

Practice Manager, Central Intake Call Center

The Practice Manager is responsible for the day-to-day operational effectiveness, administrative oversight, and client experience across BHN’s CBHC and Behavioral Health Urgent Care: BHUC outpatient services. Working collaboratively with CBHC and BHUC leadership, the Practice Manager oversees operational performance, access, efficiency, and compliance with regulatory and contractual requirements across multiple sites. The Central Intake Practice Manager collaborates effectively with outpatient CBHC and BHUC clients while working closely with Access Intake, scheduling, administrative support, and crisis teams.

The Practice Manager ensures organizational initiatives are implemented with fidelity, identifies operational gaps, and leads workflow redesign, training, and change initiatives as needed. This position provides strength-based, systems-focused leadership that promotes consistency, accountability, and alignment with organizational goals and best practices.

What you will do:

Ensures customer service excellence in individuals served scheduling, Crisis, SUD, and Mental health call handling, and facilitates effective connections to care.
Collaborates with program management and intake supervisors to support efficient, timely, and high-quality BHN service delivery.
Improves access to care by efficiently routing individuals to available clinicians and reducing wait times.
Manages telephone and voicemail systems in a timely, professional, and welcoming manner.
Maintains knowledge of insurance carriers and oversees collection of copayments and self-pay processes.
Manages and maintains telephone and voicemail systems, in a timely and welcoming manner, addressing individual served concerns/complaints timely.
Reassigns and addresses phone tree needs during emergent situations, inclement weather, and site closures.
Assists with scheduling, reassigning clinicians, and addressing scheduling needs in collaboration with CBHC & BHUC staff.
Demonstrates knowledge and understanding of all workflows and processes of the division. Implements change when needed.
Monitors and evaluates key operational metrics to ensure alignment with organizational and divisional expectations, including access scheduling, call standards, KPI’s, and contractual requirements of CBHC & BHUC programs.
Monitors, audits and reviews incoming calls and monthly reports on a regular (weekly -monthly) basis to ensure quality screenings, appropriate call destination and customer service excellence from all staff.
Leverages performance data and KPIs to enhance access to care and enable staff to adjust practices based on client needs
Manages remote hybrid staff efficiently, ensuring productivity, accountability, and compliance with organizational standards.
Provides quality assurance oversight, ensures timely correction of staff errors, and addresses complaints efficiently, develops performance improvement plans when standards are not met.
Trains, coaches, and mentors staff on workflows, policies, corrective action plans (CAPs), performance improvement plans (PIPs), and documentation standards per BHN guidelines.
Works to improve individuals served satisfaction and experience.

What you will bring:

Master’s Degree in Human Services, Public Health, Business Administration, Organizational Psychology, or related field required.
Minimum 3 years’ call center or intake experience.
Minimum 2 years’ previous supervisory experience required.
Minimum 3 years’ experience in the mental health/substance use field.
Excellent verbal and written communication skills.
Experience and/or training (or willingness to learn) working with individuals with co-occurring mental health and Substance Use Disorders (SUD).
Must have broad knowledge of mental illness.
Must have familiarity with collecting and organizing data from various sources, internet, word processing and email systems.
Demonstrates willingness and ability to treat challenging and diverse populations.
Demonstrates cultural competence in dealing with individuals with a variety of different cultural backgrounds.

PAY RANGE: $75,000 - $97,500 per year

How do I apply?

If you are interested in this opportunity, please click “Apply for Job” below or visit our website at www.bhnworks.org and click on “Browse All Jobs” to apply!

BHN is committed to social justice and diversity and strongly encourages diverse candidates to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Apply Now

Refine Your Search

call center manager jobs in massachusetts

Practice Manager, Central Intake Call Center

Manager of Customer Service

Associate Director, Contact Center Operations

Supervisor, Quality Assurance (Call Center/Insurance Operations) Webster or Boston, MA - Hybrid

Administration Manager Orthopedics Ambulatory Contact Center

Call Center Manager

Senior Director - Contact Center Operations, ONSITE, Marlboro or Chelmsford, MA, Full-Time

Senior Product Manager (Contact Center Strategy)

Assistant Supervisor – Borrower Services

Customer Experience & Service Transformation Advisory Manager

Team Manager - Customer Service

PU&R Contact Center Operations and Transformation Manager

Assistant Supervisor – Borrower Services

Member Services Supervisor

Customer Contact Center Supervisor

Assistant Contact Center Manager

Food Service Supervisor

HVAC Service Manager

Central Triage Weekend Supervisor (LICSW/LMHC), Emergency Services

Service Operations Manager

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