Permanent Remote Call Monitoring Jobs in San Rafael, CA

Health Link Home Health & Hospice
$31.00-$37.00/hour | Full-Time | Non-Exempt

Health Link Home Health & Hospice is looking for a Remote Workforce Manager to oversee and support our growing remote workforce across multiple departments and branches.

This is a hands-on leadership role for someone who understands that managing a remote team is about more than watching schedules and timecards. You'll help ensure the right people are in the right places, work is being completed efficiently, customer service remains exceptional, and remote employees have the training, support, and accountability they need to succeed.

You'll partner closely with department leaders, Human Resources, Information Technology, and remote employees to improve staffing, productivity, training, communication, and overall operational performance.

If you're a strong communicator, organized problem-solver, and people-focused leader who enjoys turning data into action, we'd love to hear from you.

• Oversee remote workforce scheduling, attendance, staffing, coverage, training, performance, and productivity across assigned departments.
• Partner with department leaders to align staffing levels, schedules, priorities, and backup coverage with operational needs.
• Monitor employee time, utilization, work output, system activity, work queues, calls, documentation, overtime, and service levels; identify and address productivity or timekeeping concerns.
• Maintain accurate workforce dashboards and provide regular reporting on staffing, attendance, productivity, overtime, service levels, backlogs, and outstanding issues.
• Coordinate onboarding, cross-training, customer-service training, and ongoing development while maintaining training materials, competencies, and required documentation.
• Monitor calls, messages, emails, and other work samples to ensure quality, professionalism, responsiveness, accuracy, and adherence to company standards.
• Establish performance expectations, conduct regular check-ins and reviews, provide coaching, recognize strong performance, and address performance concerns in partnership with leadership and Human Resources.
• Serve as a primary resource for remote employees, helping resolve workflow, technology, communication, and service-related issues.
• Partner with Human Resources, Information Technology, department leaders, and staffing partners on onboarding, access, attendance, performance, compliance, and employee transitions.
• Ensure remote employees follow approved workflows, systems, equipment, confidentiality, privacy, security, and remote-work requirements.
• Identify and implement opportunities to improve staffing, workflows, training, service quality, productivity, and overall operational efficiency.

Coverage
Remote schedules and backup coverage align with department workload and operating hours.

Productivity
Reported hours and measurable work output are consistently reviewed, with variances documented and addressed.

Training
Onboarding, customer-service training, competencies, and workflow acknowledgments remain current and documented.

Service Quality
Response times, work queues, customer interactions, overtime, and recurring performance concerns show measurable improvement.

We're looking for a leader who can balance people, performance, and productivity while maintaining a positive and professional remote work environment.

• Demonstrated experience supervising employees, coordinating schedules, monitoring performance, coaching staff, and documenting follow-up.
• Strong leadership, organization, analytical, communication, customer-service, and follow-through skills.
• Proficiency with computers, spreadsheets, timekeeping systems, productivity reporting, video-conferencing platforms, and remote-work technology.
• Ability to objectively evaluate reported hours and work output and address discrepancies professionally.
• Ability to manage multiple departments, priorities, deadlines, and time-sensitive staffing needs.
• Successful completion of a criminal background check.

• Experience supervising or managing remote employees.
• Workforce management, staffing, call center, or operations management experience.
• Experience with workforce management or productivity-tracking software.
• Healthcare, home health, hospice, or other regulated-industry experience.
• Experience developing training programs or customer-service standards.

• Impact-Driven Work: Join a mission-based organization making a real difference in patients' lives.

• Supportive Culture: Be part of a transparent, inclusive, and forward-thinking workplace.

• Collaborative Team: Work alongside dedicated clinical and administrative professionals.

• Comprehensive Benefits:

  • Competitive salary with bonus potential

  • Health, dental, and vision insurance

  • 401(k) with company matching

  • Life insurance & Flexible Spending Account

  • Paid time off (10 days annually)

• Primarily office-based with sustained computer use and attention to staffing schedules, productivity reports, messages, calls, and operational work queues.
• Frequent communication through telephone, video conferencing, email, and other electronic platforms.
• Regular interaction with remote employees, department leaders, Human Resources, Information Technology, vendors, and other support teams.
• Occasional travel to company offices, meetings, training sessions, or other work locations may be required.
• Fast-paced environment requiring the ability to manage changing priorities and time-sensitive issues.

At Health Link Home Health & Hospice, our remote teams play an important role in supporting the clinicians, patients, and communities we serve.

As the Remote Workforce Manager, you'll have the opportunity to make a measurable difference by building stronger teams, improving efficiency, developing employees, and creating systems that help people succeed.

If you're ready to take ownership of remote workforce performance and help build a more connected, accountable, and efficient team, we'd love to meet you.

Apply today to join Health Link Home Health & Hospice!