Outbound Call Center Manager

Location US-FL-Melbourne
Job ID
Customer Service / Support - All Openings
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.


Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.


Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.


Join our Mobile team…intelligent systems now ready for the road. We are passionate about developing intelligent interfaces that enable people to talk to their cars, phones, devices, and other smart “things”.


Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.


Join our Imaging team…greater document flexibility for more personal productivity.  We are passionate about designing and building secure technology that empowers companies to gain control of their document management processes and ensure their proprietary and customer information is protected.

Job Summary

A person in this position will lead/manage the customer support team, managing staff to ensure appropriate coverage at all times, escalate issues as appropriate. The individual will also work as part of the team monitoring incoming critical alert messages from medical facilities and perform outbound call escalation and paging to physicians on critical findings. They will answer and respond to incoming support calls and emails from customers.  Responsible for entering data in the form of customer contact information and notifying the customer when entry has been performed. Managing the data for the monthly ScoreCard and liaising with management on continued efficiencies and staff growth resulting in positive outcomes for our clients.


Principal Duties and Responsibilities:


  • Manage Staffing for the call center to ensure appropriate coverage at all times.
  • Escalation point for call center issues, follow up with clients both internal and external.
  • Develop SOP’s to continue to improve the delivery from the call center staff.
  • Collaborate with customer success managers, to evaluate usage of software and develop pro-active plans for improvement.
  • Work with Manager and development to evaluate software for enhancement opportunities, for more efficient support capabilities.
  • Monitor computer system for incoming alerts, process alerts and document actions. 
  • Call center duties for answering incoming support calls and providing outbound calls to doctors on message notification.  Data entry on customer contact information.  Escalation and the documenting of customer issues to management and team members.  
  • Updating and creating excel spreadsheets.  
  • Creating knowledge base articles and support procedures. 
  • Must be able to work weekends and second and third late night shifts.  Shifts are rotational.


Knowledge, Skills and Abilities:


  • Minimum five years in customer service or call center environment, with previous team lead or management experience.
  • Excellent verbal and written communications.
  • Customer Service and telephone etiquette skills.
  • Computer application knowledge and be able to navigate the internet.  
  • Familiar with MS Word, Excel, Powerpoint, Internet Explorer and Outlook email.  
  • Data entry with typing 40 WPM or more.


Preferred Skills:


  • Call Center experience
  • Excel application experience
  • Customer Service and Support experience
  • Paging service and application knowledge.
  • Previous Team Lead or Management Experience, 2-5 years in a call center environment.



  • Associate's Degree or equivalent work and education experience.

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.


Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.


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