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Virtual Call Center Manager Jobs in Connecticut (NOW HIRING)

CPCU/SFCU

Call Center Specialist

Norwich, CT · On-site

$16.75 - $21/hr

Call Center Manager FLSA Status: Non-Exempt Location: 350 Salem Turnpike (homebase) travel amongst branch and call center locations. SUMMARY The Call Center Specialist position requires an outgoing ...

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Call Center Representative

East Hartford, CT · On-site

$18 - $19.94/hr

... manage high call volumes while maintaining service quality and compliance standards. Key ... center experience OR Associate degree or higher in lieu of experience Ability to pass a 30 WPM ...

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$104.2K

How much do virtual call center manager jobs pay per year?

As of Aug 3, 2026, the average yearly pay for virtual call center manager in Connecticut is $60,724.00, according to ZipRecruiter salary data. Most workers in this role earn between $45,700.00 and $71,300.00 per year, depending on experience, location, and employer.

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 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 the most commonly searched types of Virtual Call Center jobs in Connecticut? The most popular types of Virtual Call Center jobs in Connecticut are:
What are popular job titles related to Virtual Call Center Manager jobs in Connecticut? For Virtual Call Center Manager jobs in Connecticut, the most frequently searched job titles are:
What job categories do people searching Virtual Call Center Manager jobs in Connecticut look for? The top searched job categories for Virtual Call Center Manager jobs in Connecticut are:
What cities in Connecticut are hiring for Virtual Call Center Manager jobs? Cities in Connecticut with the most Virtual Call Center Manager job openings:
Virtual Call Center Manager jobs near you

Call Center Manager

Fair Haven Community Health Care

New Haven, CT • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 28 days ago

Job description

Fair Haven Community Health Care
For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.
Position Summary
This position is onsite/hybrid in New Haven, CT
The Call Center Manager is responsible for the strategic, operational, and personnel leadership of the Call Center at Fair Haven Community Health Care (FHCHC). This role ensures efficient, patient-centered scheduling and communication that directly impact access to care, patient satisfaction, and organizational performance.
Key Responsibilities
Reporting to the Sr. Director of Clinical Operations, the Manager leads a team of call center staff including leads and representatives. This individual ensures that workflows, systems, and people align to provide timely, accurate, and compassionate service to our patients. A commitment to continuous quality improvement, innovation, and a highly satisfied patient experience is essential. Typical duties include but are not limited to:
  • Lead and develop a team of Call Center Leads, Representatives, and Appointment Specialists.
  • Oversee daily call center operations, including patient scheduling, call handling, and communication workflows.
  • Monitor and improve key performance indicators such as wait times, appointment accuracy, call resolution, productivity, and patient satisfaction.
  • Build and maintain performance dashboards to identify trends, measure success, and drive continuous improvement.
  • Develop and implement scalable processes, training programs, and a remote/hybrid call center strategy.
  • Recruit, onboard, coach, and evaluate staff while fostering a culture of accountability and service excellence.
  • Serve as a subject matter expert for Epic and call center technologies, providing operational support and guidance.
  • Partner with clinical and operational leaders to improve patient access and remove barriers to care.
  • Manage escalated patient and staff concerns with a focus on resolution and service recovery.
  • Ensure compliance with HIPAA and organizational policies.
Qualifications
  • Bachelor's degree required; significant relevant experience may be considered in lieu of degree. Five years of experience in a call center environment, with 3+ years in a leadership or management capacity. Experience in a remote call center environment preferred.
  • Demonstrated success in building and scaling customer service teams in fast-paced environments. Experience in a healthcare setting preferred, and familiarity with federally qualified health centers (FQHCs)is highly preferred.
  • Proficiency with Epic or other EHR systems, call center software, Microsoft Office Suite. Bilingual (English/Spanish) also required.
Direct Reports
  • Call Center Leads
  • Call Center Representatives
  • Call Center Appointment Specialists

BENEFITS
  • Comprehensive Medical
  • Health Savings Account (HSA)
  • Vision and Dental Insurance
  • Voluntary Benefits (Short-Term & Long-Term Disability)
  • Paid Life Insurance
  • Paid Holidays
  • Generous Paid Time Off (PTO)
  • 403(b) Retirement Plan with Employer Match

OUR CULTURE
At Fair Haven Community Health, our culture is at the heart of everything we do. We are committed to improving the health and well-being of the communities we serve through equitable, high-quality, patient-centered care that is culturally responsive.
American with Disabilities Requirements:
External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.
Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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