Call Center Operations Manager

Call Center Operations Manager

Inbound Sales | Outbound Sales | Telehealth | Scaling from Zero to Scale

Company: Aplus.Health

Industry: Telehealth E-commerce

Type: Full-time | Leadership Role

Location: North Miami (On-Site)

About Aplus.Health

Aplus.Health is a fast growing telehealth platform focused on helping patients achieve real, measurable health outcomes through modern, compliant, and patient-first care. We offer a variety of shipped to home prescribed medications!

We are building a high performance inbound call center that converts warm leads from Google Ads, Social media, TV Channel and other channels, into long term patients, and we are looking for an experienced Call Center Operations Manager to build, scale, and lead this Sales business unit from the ground up.

This is not a maintenance role.

This is a builder role! Big growth opportunity

The Opportunity

You will be responsible for:

• Designing the entire inbound call center operation

• Hiring, training, and scaling agents and supervisors

• Owning KPIs, compliance, and revenue performance

• Creating systems that scale to 50+ agents and beyond

• Mainntaing call center and CRM systems on daily operation

If you've built and led large inbound teams in high-conversion environments, this role is for you!

Key Responsibilities

Call Center Build & Scale

• Build an inbound sales call center from early stage to scale

• Recruit, train, and manage agents, team leads, and supervisors

• Design onboarding, coaching, and performance management systems

• Create staffing models to support fluctuating inbound volume

Performance & Revenue Ownership

• Own inbound KPIs: ASA, conversion rate, close rate, refunds

• Build dashboards

• Identify performance issues and fix them fast

• Continuously improve scripts, call flow, and agent effectiveness

Compliance & Quality

• Enforce HIPAA-compliant sales practices

• Develop QA processes, call reviews, and coaching loops

• Ensure agents sell ethically and compliantly without hurting conversions

• Handle escalations and compliance violations decisively

Leadership & Culture

• Build a performance-driven but respectful culture

• Develop supervisors and future leaders

• Reduce agent churn through coaching, clarity, and accountability

• Act as the bridge between leadership, marketing, and frontline agents

What We're Looking For (Must-Have)

• 5+ years managing inbound call center operations

• Proven experience scaling teams (20-50+ agents)

• Strong background in inbound & outbound sales 

• Experience in telehealth, healthcare, insurance, finance, or other regulated industries

• Deep understanding of KPIs, QA, and agent coaching

• Hands on leader, not afraid to listen to calls and train agents directly

• Comfortable building Sales process and teams from scratch

Big Plus If You Have

• Telehealth or HIPAA-regulated sales experience

• Experience managing supervisors and team leads

• Startup or high-growth environment experience

• CRM / call center tech stack expertise (dialers, QA tools, Salesforce, dashboards)

What Success Looks Like (First 90 Days)

• Fully staffed inbound team with clear structure

• Supervisors trained and owning performance

• Organized sales process, training material and customer service materials

• Conversion rates improving month over month

• Compliance processes in place and documented

• Clear visibility into all inbound KPIs

Why Join Aplus.Health

• Opportunity to build something from the ground up

• Real ownership over operations and results

• Leadership visibility and influence

• Competitive compensation + performance incentives

• Fast growing company with long-term upside

How to Apply?

Apply on LinkedIn with:

• Your resume

Benefits:

• Health and dental insurance

• US Holidays and flexible PTO

• High compensation

• Travel expenses

• High growth opportunity

• Large bonuses based on Sales performance

• Growth opportunity

• Salary starting at 8k a month

Benefits will take place after 90 days of working period