• Create and accomplish contact center goals and strategic initiatives to support Marpai's vision and goals.
• Improve processes and workflows to meet the demands of members and clients.
• Set state and achieve immediate and long-term efficiencies in workflow, policies, technology, and staff development.
• Collaborate and engage with internal teams sharing the voice of the customers.
• Maintain expertise in client plan setup, technology workflow, and department processes.
• Ensure team leaders and staff receive ongoing mentorship and training.
• Strategically contribute to and manage company initiatives and transitions as needed in support of overall project needs.
• Represent the department in inter-divisional meetings and projects and company-wide initiatives.
• Communicate changes, policy decisions, and client expectations to department staff.
• Meet with staff regularly to plan workloads, process improvements, and resolve issues.
• Works closely with VP Operations to cascade information upward and downward.

• BA/BS degree in a related field or equivalent education, training, or experience required.
• 10 years of management experience in operations and/or customer service roles.
• Extensive knowledge of Contact Center concepts and telecommunications technology.
• Strong analytical skills to identify and evaluate business solutions.
• Extensive knowledge of health care, claims, and benefits industries.
• Proactive and strategic; seeks continuous improvement; displays excellent communication, relationship-building skills, and diplomacy.
• High-impact leader with the ability to work effectively and cultivate relationships at all levels, both internally and externally.
• Ability to mentor, train, and motivate Client Service Team

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