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Call Center Manager – Lead Our Centralized Veterinary Call CenterWelcome to Veterinary United

At Veterinary United, our animal companions aren’t just pets — they’re family. We’re a multi-site veterinary network serving generations of pet parents with high-quality medicine, compassionate care, and modern diagnostics including digital x-ray, ultrasound, advanced surgery, CT scanning, and exceptional wellness care.

Our call center is the communications hub of that network — the first voice many pet parents hear and the team that keeps appointments booked, phones answered, and locations supported. Operating through the Weave phone platform and each location’s practice management system, the call center connects pet parents with care across our sites every day. We’re looking for a leader to run it, grow it, and help drive it into its next chapter.

This role is bigger than managing a phone queue. As Call Center Manager, you own the client-communication experience for the network — leading and developing the call center team, partnering with Site Leaders and Operations, standardizing how calls and appointments are handled, and scaling the service as we grow. You’ll work closely with the Operations team to write SOPs, expand service offerings, and implement changes that support growth and profitability.

About the Role

The Call Center Manager leads the call center team and supports VU locations through the call center and Weave lens. This position combines hands-on team leadership with operational ownership — managing staff, monitoring performance, driving efficiency, supporting locations, and reporting analytics back to Operations and Site Leaders. The role is directly supported by the Operations team and works alongside Site Leaders to ensure accurate enrollment, clear transfer guidelines, daily call center support, and effective use of the Weave phone system. Onsite integration at VU locations is required.

Key Responsibilities

Team Leadership & Culture Building

• Recruit, hire, train, schedule, and coach the call center team, providing regular feedback and development.
• Set, track, and monitor daily, weekly, and monthly goals and responsibilities for the team.
• Conduct one-on-ones, leveling conversations, and performance plans to support growth and accountability.
• Foster a positive, engaged, continuous-improvement culture and lead by example in a fast-paced environment.
• Ensure appropriate staffing levels and effective onboarding and training as the team grows.

Call Center Operations & Performance

• Evaluate daily location fill rate against call center team coverage, adjusting workflow and shifts for maximum efficiency.
• Work alongside the team answering calls, promoting productivity, and assessing technology usage and function.
• Audit calls, voicemails, faxes, appointments, and schedules across locations for quality and accuracy, reporting to Operations and Site Leaders as needed.
• Manage team schedules, time cards, attendance, PTO, and bi-weekly payroll.
• Review and respond to messages across Basecamp, email, and the practice management systems.

Weave Technology & Location Onboarding

• Assess location needs, confirm infrastructure, and plan porting, integration, and rollout for new call center and Weave locations.
• Build call routing and workflows, and review call flow and extensions for accuracy.
• Train both the call center team and location teams on standardized processes and SOPs.
• Ensure Weave phones are functioning correctly and serve as first point of contact for related questions.

Growth & Service Expansion

• Analyze and define criteria for expanding call center services, supporting location selection and rollout.
• Lay out workflow for new services and monitor, recruit, and hire team members as needed to scale.
• Partner with Operations on scaling plans, presenting recommendations and forecasting future needs.
• Identify opportunities for process improvement and technology enhancements.

Reporting, Compliance & Safety

• Track and report operational KPIs — answer rate, missed calls, average call duration, transfer rate, abandoned calls, schedule adherence, and location satisfaction.
• Analyze data to ensure targets are met and surface risks, inconsistencies, or gaps proactively.
• Document changes, updates, and recommendations in a timely manner within VU’s governance frameworks.
• Maintain safety and compliance basics for the call center, including OSHA injury documentation and routine facility checks.

What We’re Looking For

• Call center, contact center, or high-volume client communications experience strongly preferred; veterinary or healthcare setting a plus.
• Bachelor’s degree in business or a related field preferred but not required.
• Strong reporting and data analysis skills — comfort working with KPIs, performance reports, and operational metrics.
• Proven supervisory and leadership experience: coaching, developing, motivating, and holding staff accountable.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) to manage communications, reporting, and documentation.
• Experience with phone/VoIP platforms (Weave preferred) and practice management software (PIMS) preferred.
• Strong problem-solving, decision-making, and resolution skills.
• Excellent interpersonal communication with team members and clients in a team environment.
• Travel to VU locations for onsite integration is required; occasional evening or weekend availability may be needed.

Core Competencies

• Operational excellence mindset
• People leadership and coaching
• Data and performance orientation
• Client-centric, service-oriented approach
• Technology adoption and change management
• Business development and growth orientation

What You Can Expect From Us

• Health, vision, dental, and life insurance
• 401(k) retirement plan
• Paid time off
• Discounted pet care and pet resort care
• A culture that empowers continual learning and career growth

Our Values

Inspire — Advocate a growth mindset. Choose to be curious and help cultivate a work environment of joy.

Empower — Champion our culture of wellness and choose to be part of something bigger than yourself.

Lead — Lead with respect and a heart of kindness. Be a model of accountability for yourself and your team.

Evolve — Enhance your skill sets, advance in your career, and keep growing.

Believe — Believe in yourself, believe in your team, and believe in Veterinary United.

Synergy — Moving forward together aligned in our mission. The whole is greater than the sum of its parts and we win together.

Joy — Find meaning in the work and the people. Choose light and laughter every day, joy is something we create together.

Ready to lead the team that connects pet parents with care? Apply today and help us write the next chapter at Veterinary United.