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Call Center Workforce Management Jobs in Ohio (NOW HIRING)

Medicount Management, Inc.

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Patient Billing Call Center Manager

Evendale, OH · On-site

$50K - $55K/yr

POSITION OVERVIEW We are seeking an experienced Patient Billing Call Center Manager with a proven ... Prior experience with workforce management software or call recording and quality monitoring ...

shentel

Sr. Dispatcher

Pineville, WV

Skilled in Call Center Workforce Management. * Proficient in Route Optimization and Capacity planning. Knowledge of: * Microsoft Excel, Word, Visio, BI, Tableau, FSM/CSG, Commforce, iCommV, OTIS, and ...

Home Genius Exteriors

Workforce Manager

Streetsboro, OH · On-site

$65K - $80K/yr

Forecast call, lead, and workload volume using historical data, seasonality, and business trends ... Experience in Workforce Management within a contact center or inside sales environment * Strong ...

DMI

Contact Center Manager

Sharonville, OH · On-site

$113K/yr

Call center managers are in charge of hiring, training, supervising, and motivating the call center ... Develop and implement a workforce management plan to ensure all SLAs are achieved. * Research ...

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Call Center Workforce Management information

What is a Call Center Workforce Management job?

A Call Center Workforce Management (WFM) job involves forecasting call volumes, scheduling agents, and optimizing staffing to ensure efficiency and service level goals are met. WFM professionals analyze historical data, monitor real-time metrics, and adjust schedules to balance workload demands. They also use workforce management software to track productivity and improve customer experience. Their role is crucial in minimizing costs while maintaining high service quality in a call center environment.

What are the key skills and qualifications needed to thrive in the Call Center Workforce Management position, and why are they important?

To thrive in Call Center Workforce Management, you need strong analytical skills, expertise in forecasting and scheduling, and experience in operational optimization, usually supported by a degree in business, statistics, or a related field. Familiarity with workforce management software (such as NICE, Verint, or Genesys), advanced Excel skills, and understanding of call routing systems are highly valued, and relevant certifications can be advantageous. Excellent problem-solving, communication, and adaptability help professionals effectively balance staffing needs with business goals and respond to rapidly changing demands. These skills are essential to ensure optimal call center performance, cost control, and high levels of customer and employee satisfaction.

What are the typical daily responsibilities of a Call Center Workforce Management professional?

A Call Center Workforce Management professional is responsible for forecasting call volumes, creating and adjusting staff schedules, and monitoring real-time queues to ensure adequate coverage throughout the day. They regularly analyze key performance metrics, coordinate with call center team leads to address staffing gaps, and adjust plans in response to unexpected changes like high call spikes or employee absences. Daily tasks may also include producing reports, communicating with management about service level achievements, and supporting continuous improvement projects. This role is collaborative, requiring close work with both operations and HR teams to achieve service, efficiency, and employee satisfaction targets.

What are popular job titles related to Call Center Workforce Management jobs in Ohio? For Call Center Workforce Management jobs in Ohio, the most frequently searched job titles are:
What job categories do people searching Call Center Workforce Management jobs in Ohio look for? The top searched job categories for Call Center Workforce Management jobs in Ohio are:
Call Center Workforce Management jobs near you
Infographic showing various Call Center Workforce Management job openings in Ohio as of July 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution.

Patient Billing Call Center Manager

Medicount Management, Inc.

Evendale, OH • On-site

$50K - $55K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 16 days ago

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Job description

POSITION OVERVIEW

We are seeking an experienced Patient Billing Call Center Manager with a proven track record of directly supervising call center agents in a medical billing environment that handles billing inquires and questions. from patients. This is a hands-on leadership role responsible for daily call center operations, agent performance management, staffing, quality assurance, and reporting. The ideal candidate has managed a team of inbound patient billing representatives and understands how to drive results through data, coaching, and accountability.

MINIMUM REQUIREMENTS

Candidates must meet all of the following qualifications to be considered:

  • Minimum 2–3 years of direct supervisory or management experience over a call center team (agent-level experience alone does not meet this requirement)
  • Demonstrated experience managing call center performance metrics, including handle time, service levels, call abandonment rates, and agent scorecards
  • Medical billing, patient questions, EMS billing, or healthcare revenue cycle experience strongly preferred
  • Familiarity with call center platforms and telephony systems (IVR, ACD, CRM, or equivalent)
  • Strong written and verbal communication skills with the ability to deliver clear performance feedback
  • Proficiency in Microsoft Office (Word, Excel, Outlook); experience with reporting and data analysis
  • High school diploma required; associate's or bachelor's degree in business, healthcare administration, or a related field preferred

RESPONSIBILITIES

  • Oversee the daily operations of the patient billing call center, including staffing, scheduling, and workflow management
  • Supervise, coach, and develop call center agents; conduct regular performance reviews and one-on-one check-ins
  • Monitor and analyze call center KPIs — including call volume, handle time, first-call resolution, and abandonment rates — and take corrective action as needed
  • Implement and enforce a midday staffing blackout policy to ensure coverage during peak call volume hours (10:00 AM – 3:30 PM)
  • Investigate and resolve operational disruptions, including technology outages and staffing gaps, to minimize service impact
  • Identify training needs and develop programs to improve agent performance, billing accuracy, and patient satisfaction
  • Prepare and present call center performance reports to senior leadership on a regular basis
  • Maintain compliance with HIPAA, payer guidelines, and internal billing policies
  • Collaborate with billing, coding, and collections teams to resolve patient account escalations
  • Contribute to workforce planning, including hiring, onboarding, and scheduling decisions

PREFERRED QUALIFICATIONS

  • Experience in EMS, ambulance transport billing, or municipal government billing environments
  • Knowledge of Medicare, Medicaid, and commercial insurance billing workflows
  • Familiarity with ZOHO, ESO Solutions. Omni Call or other workforce management methods for staffing call centers
  • Experience implementing or improving abandoned-call tracking and service level agreements (SLAs)
  • Prior experience with workforce management software or call recording and quality monitoring platforms

COMPENSATION & BENEFITS

Medicount Management offers a competitive total compensation package, including:

  • Annual salary of $52,000 – $55,000, commensurate with experience
  • Comprehensive health, dental, vision, and life insurance
  • 401(k) retirement plan with employer matching
  • Paid time off (PTO)

Company Description

Medicount Management, Inc. is a regional EMS Billing Company based in Cincinnati, Ohio. We are excited to present our Ambulance Billing Services proposal to you. With over 29 years of experience in ambulance billing, we have established a strong client base of 400+ municipalities. In 2023 alone, we processed over 400,000 transport claims, solidifying our position as the leading EMS Billing provider in the region. Our exclusive focus is only on EMS ambulance billing, and our dedicated employees have an average tenure of over ten years with our company.