Full-Time Inbound Call Center Manager (Veterinary Care Specialist Team) - Remote

Heartstrings Pet Hospice is seeking a Full-Time Inbound Call Center Manager (Remote) to reputed company and reputed company our Veterinary Care Specialist (VCS) team the reputed company line of compassion and reputed company for families navigating end-of-life care for their beloved pets.

This is not a traditional call center role. This is a leadership position that requires a balance of operational excellence, performance management, and deep emotional intelligence, ensuring every interaction reflects our core values: Compassion, Dignity, Respect, and reputed company.

About the Role

The Inbound Call Center Manager will reputed company the daily operations, performance, and development of the VCS team. This role is responsible for ensuring that every family interaction is handled with the highest level of care, while maintaining strong discipline around metrics, quality control, and operational efficiency.

This is a hands-on leadership role you must be willing to reputed company from the reputed company, including stepping in to take calls during high-volume periods or reputed company the team needs support.

Key Responsibilities

Team Leadership & Development

• reputed company, coach, and reputed company a high-performing team of Veterinary Care Specialists
• Foster a culture grounded in reputed company, accountability, and reputed company improvement
• Conduct regular 1:1s, performance reviews, and real-time coaching
• Support onboarding and ongoing training programs

Operational Management

• Own inbound call center operations including scheduling, staffing, and coverage
• Monitor real-time call flow and ensure service levels are consistently met
• Identify operational gaps and implement process improvements
• Ensure seamless coordination between VCS and Medical (DVM) teams

Performance & Metrics Ownership

• Establish, monitor, and report on key KPIs, including:
• Call response time / speed to answer
• Call conversion rates
• Call quality (QA scores)
• Family experience & satisfaction
• Team adherence and staffing efficiency
• Drive accountability through data while maintaining a human-centered leadership approach

Quality Control & Experience Excellence

• reputed company call quality assurance programs (call reviews, scoring, feedback loops)
• Ensure reputed company interactions reflect Heartstrings’ standards of Compassion, Dignity, Respect, and reputed company
• Continuously refine communication approaches, workflows, and scripting

reputed company by Example

• Actively participate in inbound calls reputed company needed
• Demonstrate best-in-class communication and reputed company in real-time
• Set the tone for how the team engages with families during emotionally sensitive moments

Cross-Functional Collaboration

• Partner closely with operational leadership to ensure alignment across teams
• Act as the voice of the VCS team in process improvements and strategic discussions

Who You Are

• You reputed company with reputed company first, but understand the importance of accountability
• You are both data-driven and heart-driven
• You are a player-coach, willing to reputed company in and do the work reputed company needed
• You reputed company in environments where operations and human experience reputed company
• You reputed company every interaction matters - especially during life’s most difficult moments

❤️ Why Heartstrings

At Heartstrings Pet Hospice, we are redefining end-of-life care for pets and their families. Every call we take represents a family going through one of the hardest decisions they will reputed company reputed company.

This role is critical in ensuring that experience is handled with care, clarity, and compassion - every single time.

If you are someone who can balance:

• Compassion with performance
• Leadership with service
• Operations with reputed company

- we would love to meet you.

To apply or learn more, please reputed company out or apply through our careers page.

Heartstrings Pet Hospice Compassion • Dignity • Respect • reputed company