After Hours Call Center Manager

The corporate office of Express Employment International is seeking an experienced After-Hours Call Center Manager to lead our customer service operations during non-standard business hours, including evenings, overnights, weekends, and holidays. This role is responsible for ensuring consistent, high-quality communication with clients, healthcare associates, and internal teams outside of regular business hours. The ideal candidate will manage and coach a team of after-hours representatives, maintain strong service standards, and monitor key performance metrics to support reliable round-the-clock operations. You will handle escalations, reinforce established processes, and work closely with daytime leadership to ensure smooth handoffs and continuity of service.

This is a hands-on leadership role that requires availability during core after-hours and on-call periods, including evenings, overnights, weekends, and holiday hours.

Express Employment International believes in the value of in-person collaboration to support teamwork, creativity and connection. Employees in this position are expected to work a four (4) day in-office schedule, with the flexibility to work remotely one (1) day each week, based on business and department needs.

RESPONSIBILITIES

• Lead, manage, and coach a team of after-hours call center staff, ensuring high-quality service and responsiveness as well as accuracy
• Own day-to-day scheduling and coverage to maintain adequate coverage for early AM's, evenings, weekends, and holidays
• Serve as the point of escalation for urgent client and associate issues that arise outside normal business hours
• Apply and reinforce policies, procedures, and protocols to ensure compliance, consistency, and efficiency across after-hours operations
• Monitor and analyze call center metrics, including response times, total volume of activity, call resolution, and client satisfaction, and implement recommended improvements as needed
• Collaborate with daytime leadership teams to ensure seamless communication and handoffs between business hours and after-hours teams
• Participate in recruiting, onboarding, and training of after-hours call center staff
• Ensure proper documentation and follow-through on all issues, ensuring continuity of service and accountability
• Support special projects, process improvements, or emergency response protocols as assigned
• Work with Healthcare Leadership and Assistance Center Leadership teams to support expansion of after-hours coverage as directed for functions such as recruitment and support after hours to additional business lines

EDUCATION & EXPERIENCE QUALIFICATIONS

• Bachelor's degree in business, healthcare administration, or related field preferred
• Minimum three years of experience in customer service, call center management or staffing operations, with at least 1 year in a leadership role in the last three years
• Hands on, recent healthcare staffing experience in a staffing firm, hospital or similar facility preferred

KNOWLEDGE, SKILLS, OR ABILITIES

• Strong leadership, professional communication, and crisis management skills
• Proven ability to manage performance, coach teams, and drive accountability in a remote or shift-based environment
• Ability to type a minimum of 50 WPM
• Working knowledge of healthcare staffing industry best practices preferred
• Experience with scheduling platforms, work on multi-systems, and call center technology preferred
• Accuracy in work completed and ability to be a hands-on manager showing and leading by example

Not sure you meet every requirement? Apply anyway!

At Express, we celebrate what makes you, you. We value diverse backgrounds, perspectives, and talents-because we know that's what makes us stronger together. If you're excited about the role, we're excited to hear from you.

Express Employment International supports Express Employment Professionals franchises and related brands. The Express franchise brand is an industry-leading, international staffing company with more than 870 franchise locations in the U.S., Canada, South Africa, Australia, and New Zealand.

Headquartered in Oklahoma City, our corporate team is committed to empowering franchisees by providing world-class support, training, and strategic guidance through a unified global network.

Our mission is to professionally market and provide quality human resource solutions through an international franchising network-benefiting our associates, clients, franchisees, corporate staff, shareholders, and the communities we serve.

Our vision is simple yet powerful: To help as many people as possible find good jobs by helping as many clients as possible find good people.