ZipRecruiter

Log In

1

Virtual Call Center Manager Jobs in Colorado (NOW HIRING)

Antech Diagnostics

Call Quality Analyst

Loveland, CO · On-site

$60K - $75K/yr

Works closely with call center managers to make changes to improve the customer experience ... Verbal, written and virtual communication modes will be frequently used. * Ability to effectively ...

Antech Diagnostics

Call Quality Analyst

Loveland, CO · On-site

$60K - $75K/yr

Works closely with call center managers to make changes to improve the customer experience ... Verbal, written and virtual communication modes will be frequently used. * Ability to effectively ...

First Southwest Bank

Call Center Agent

Alamosa, CO · On-site

$13.50 - $17.75/hr

Manage large amounts of inbound and outbound calls in a timely manner Identify customers' needs, clarify information, and route calls accordingly Assist customers with account related questions and ...

previous pagenext page

Showing results 21-40

All JobsCall Center JobsVirtual Call Center Manager JobsVirtual Call Center Manager Jobs in Colorado

Virtual Call Center Manager information

What is a virtual call center manager?

A Virtual Call Center Manager is a professional responsible for overseeing the operations of a call center where agents work remotely, rather than from a physical office. Their duties include managing staff, monitoring performance metrics, ensuring high-quality customer service, and implementing technology solutions to support remote teams. They also handle scheduling, training, and resolving escalated customer issues. This role requires strong leadership, communication, and organizational skills, as well as familiarity with call center software and remote work best practices.

What are some common challenges faced by virtual call center managers and how can they be addressed?

Virtual Call Center Managers often face challenges such as maintaining team engagement, monitoring performance remotely, and ensuring consistent communication across dispersed teams. To address these, managers can implement regular video check-ins, use performance tracking software, and foster a strong team culture through virtual team-building activities. Additionally, clear communication protocols and ongoing training help ensure everyone stays aligned with company goals and service standards.

What are the key skills and qualifications needed to thrive as a virtual call center manager, and why are they important?

To thrive as a Virtual Call Center Manager, you need strong leadership, organizational skills, and experience in customer service management, typically supported by a relevant degree or equivalent experience. Familiarity with call center management software (such as Five9 or Zendesk), CRM systems, and workforce management tools is essential, and certifications like COPC or CCMP are advantageous. Excellent communication, problem-solving abilities, and the capacity to motivate remote teams are standout soft skills in this role. These skills ensure efficient operations, high team performance, and superior customer satisfaction in a virtual environment.

What are the most commonly searched types of Virtual Call Center jobs in Colorado?

The most popular types of Virtual Call Center jobs in Colorado are:

What are popular job titles related to Virtual Call Center Manager jobs in Colorado?

For Virtual Call Center Manager jobs in Colorado, the most frequently searched job titles are:

What job categories do people searching Virtual Call Center Manager jobs in Colorado look for?

The top searched job categories for Virtual Call Center Manager jobs in Colorado are:

What cities in Colorado are hiring for Virtual Call Center Manager jobs?

Cities in Colorado with the most Virtual Call Center Manager job openings:

Virtual Call Center Manager jobs near you
Infographic showing various Virtual Call Center Manager job openings in Colorado as of July 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 82% Physical, 2% Hybrid, and 16% Remote job distribution.

Service Unit Manager - Call Center

Denver, CO • On-site

Willis Towers Watson
See more jobs at Willis Towers Watsonexternal

$71K - $71K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 22 days ago

Willis Towers Watson rating

8.3

Company rating: 8.3 out of 10

Based on 44 frontline employees who took The Breakroom Quiz

Job description


The Service Unit Manager is responsible for leading and developing a high-performing remote customer service team at CEBT. This role oversees six direct reports and an additional six team members through subordinate leaders. The Service Unit Manager is accountable for workforce planning, employee development, customer service excellence, operational efficiency, and fostering a positive, inclusive team culture. The ideal candidate is a reliable self-starter who responds quickly to business needs, solves complex problems effectively, and builds strong relationships across a diverse and distributed workforce.
Location: This position is based in Denver, CO. While the role is remote/virtual, preference will be given to candidates who are local to the Denver area.
Key Responsibilities
Team Leadership & Development
  • Lead, coach, and develop six direct reports and indirectly support an additional six team members.
  • Foster a culture of accountability, collaboration, engagement, and continuous improvement.
  • Conduct regular one-on-one meetings, performance reviews, and development planning.
  • Identify talent, support career growth, and create succession plans for key roles.
  • Promote inclusion and effectively manage a diverse remote workforce.

Call Center Operations
  • Oversee daily operations of the remote call center to ensure service levels, quality standards, and business objectives are achieved.
  • Monitor staffing needs, workforce utilization, schedules, and resource allocation.
  • Partner with leadership to forecast workloads and adjust staffing plans accordingly.
  • Analyze operational metrics and implement improvements to increase efficiency and customer satisfaction.

Customer Service Excellence
  • Ensure exceptional customer experiences through consistent service delivery and adherence to established processes.
  • Identify trends, customer concerns, and service gaps, implementing corrective actions as needed.
  • Develop and refine customer service procedures, workflows, and best practices.
  • Maintain a strong focus on quality assurance and continuous process improvement.

Problem Solving & Decision Making
  • Investigate and resolve escalated customer, employee, and operational issues.
  • Use data and critical thinking to identify root causes and implement sustainable solutions.
  • Make timely decisions in a fast-paced environment while balancing customer and business needs.
  • Anticipate challenges and proactively develop action plans to mitigate risks.

Communication & Culture Building
  • Establish trust and rapport with team members in a remote environment.
  • Communicate expectations clearly and provide timely feedback and support.
  • Champion employee engagement initiatives that strengthen team morale and culture.
  • Collaborate effectively with cross-functional partners and leadership teams.

Qualifications
Required
  • Bachelor's degree or equivalent combination of education and experience.
  • 5+ years of customer service or call center leadership experience.
  • 3+ years of people management experience, including leading supervisors or team leads.
  • Experience managing remote or geographically dispersed teams.
  • Proven ability to coach, develop, and retain employees.
  • Strong analytical, organizational, and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Proficiency with customer service systems, reporting tools, and Microsoft Office applications.

Preferred
  • Experience in benefits administration, healthcare, insurance, or related industries.
  • Workforce management and call center performance management experience.
  • Experience leading process improvement initiatives.

Key Competencies
  • Leadership and coaching
  • Customer-focused mindset
  • Accountability and dependability
  • Strong sense of urgency and responsiveness
  • Strategic thinking and execution
  • Problem-solving and decision-making
  • Relationship building
  • Adaptability and resilience
  • Collaboration and teamwork
  • Inclusive leadership

Success Factors
The successful candidate will be:
  • A dependable leader who follows through on commitments.
  • A self-starter who takes initiative without requiring constant direction.
  • Responsive and proactive in addressing team and operational needs.
  • Skilled at balancing employee development with business objectives.
  • Passionate about creating a positive, engaging team culture.
  • Comfortable managing change and driving continuous improvement in a remote work environment.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.
This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified
Compensation and Benefits
Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).
Compensation
The base salary compensation range being offered for this role is $82,000 -$85 000 USD annually. This role is also eligible for an annual short-term incentive bonus.
Company Benefits
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):
  • Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
  • Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
  • Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.
EOE, including disability/vets

What Willis Towers Watson employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply