Full-Time Inbound Call Center Manager (Veterinary Care Specialist Team) - Remote

Heartstrings Pet Hospice is seeking a Full-Time Inbound Call Center Manager (Remote) to lead and elevate our Veterinary Care Specialist (VCS) team the front line of compassion and connection for families navigating end-of-life care for their beloved pets. This is not a traditional call center role. This is a leadership position that requires a balance of operational excellence, performance management, and deep emotional intelligence , ensuring every interaction reflects our core values: Compassion, Dignity, Respect, and Empathy . About The Role The Inbound Call Center Manager will oversee the daily operations, performance, and development of the VCS team. This role is responsible for ensuring that every family interaction is handled with the highest level of care, while maintaining strong discipline around metrics, quality control, and operational efficiency . This is a hands-on leadership role you must be willing to lead from the front , including stepping in to take calls during high-volume periods or when the team needs support.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a high-performing team of Veterinary Care Specialists
• Foster a culture grounded in empathy, accountability, and continuous improvement
• Conduct regular 1:1s, performance reviews, and real-time coaching
• Support onboarding and ongoing training programs

Operational Management

• Own inbound call center operations including scheduling, staffing, and coverage
• Monitor real-time call flow and ensure service levels are consistently met
• Identify operational gaps and implement process improvements
• Ensure seamless coordination between VCS and Medical (DVM) teams

Performance & Metrics Ownership

• Establish, monitor, and report on key KPIs, including:
• Call response time / speed to answer
• Call conversion rates
• Call quality (QA scores)
• Family experience & satisfaction
• Team adherence and staffing efficiency
• Drive accountability through data while maintaining a human-centered leadership approach

Quality Control & Experience Excellence

• Oversee call quality assurance programs (call reviews, scoring, feedback loops)
• Ensure all interactions reflect Heartstrings' standards of Compassion, Dignity, Respect, and Empathy
• Continuously refine communication approaches, workflows, and scripting

Lead by Example

• Actively participate in inbound calls when needed
• Demonstrate best-in-class communication and empathy in real-time
• Set the tone for how the team engages with families during emotionally sensitive moments

Cross-Functional Collaboration

• Partner closely with operational leadership to ensure alignment across teams
• Act as the voice of the VCS team in process improvements and strategic discussions

Who You Are

• You lead with empathy first, but understand the importance of accountability
• You are both data-driven and heart-driven
• You are a player-coach, willing to step in and do the work when needed
• You thrive in environments where operations and human experience intersect
• You believe every interaction matters - especially during life's most difficult moments

❤️ Why Heartstrings At Heartstrings Pet Hospice, we are redefining end-of-life care for pets and their families. Every call we take represents a family going through one of the hardest decisions they will ever make. This role is critical in ensuring that experience is handled with care, clarity, and compassion - every single time . If you are someone who can balance:

• Compassion with performance
• Leadership with service
• Operations with empathy
• we would love to meet you

To apply or learn more, please reach out or apply through our careers page. Heartstrings Pet Hospice Compassion

• Dignity
• Respect
• Empathy

Requirements ✅

Qualifications

• 3+ years of experience in call center leadership or operations management
• Experience managing performance through metrics and KPIs
• Strong coaching and team development skills
• Exceptional communication and emotional intelligence

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