Position:Manager, Call Center and Member Outreach

Department: Operations

Reports to: SVP, Operations and Innovation

Position Description:

Seeking a highly experienced and motivated Manager to lead our dynamic and growing team of customer service representatives. We are looking for a skilled manager who can lead our representatives to better performance and improve service quality. The manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. The manager oversees the inbound and outbound call center as well as mailroom operations. You should have proven leadership, and exceptional communication, interpersonal, and customer service skills.

Office Location:

• Remote

Responsibilities and Duties:

Responsibilities of the Manager, Call Center and Member Outreach include, but are not limited to the following:

• Leadership: Provide strong, inspirational leadership to the call center and mailroom teams, fostering a culture of excellence, accountability, and teamwork.
• Team Management: Oversee all aspects of the call center and mailroom operations, including hiring, training, coaching, and performance management of staff.
• Performance Optimization: Implement strategies to improve performance metrics such as average handling time, first call resolution, and customer satisfaction scores. Ensure mailroom meets compliance turnaround times.
• Workflow Management: Develop and maintain efficient workflows, processes, and scripts to ensure smooth operations and maximize productivity.
• Quality Assurance: Establish and enforce quality assurance protocols and audits to ensure that company standards are met or exceeded.
• Data Analysis: Utilize data and analytics to identify trends, insights, and areas for improvement, and make data-driven decisions.
• Customer Experience: Continuously strive to enhance the customer experience by implementing best practices and innovative solutions.
• Communication: Serve as the primary point of contact for escalations and communicate effectively with other departments to resolve issues and improve processes.
• System Management: Ensure maintenance of call center and mailroom system including ensuring optimization for success by identifying and deploying enhancements.
• Compliance: Ensure compliance with all relevant regulations and company policies, particularly those related to data privacy and security.
• Other duties as assigned.

Qualifications:

• Bachelor's degree or equivalent experience.
• Minimum of five years of previous call center leadership experience required.
• Home care/healthcare background is a plus but not required.
• Proven track record of achieving and exceeding performance targets and KPIs.
• Strong leadership and people management skills, with the ability to motivate and inspire teams.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Proficiency in call center software and CRM systems.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong problem-solving skills and attention to detail.
• Flexibility to work non-traditional hours, as needed, call center is 13 hour operation (8am to 9pm EST) Monday through Friday.
• Must be flexible and willing to work weekends and Holidays.

Proven Personal Attributes:

• Ability to multitask in a fast-paced work environment.
• Highly self-motivated and able to work with minimal supervision
• Is customer service oriented with good oral and written communication skills.
• Is self-directed, flexible, cooperative, and exhibits the ability to work with minimal supervision.
• Is detail oriented and displays good organizational skills.
• Capable of following an issue through to its conclusion
• Ability to convey a positive and professional image to customers and employees
• Ability to remain calm under pressure and manage stressful situations.
• Provide excellent and professional customer service skills with a positive, patient, and friendly attitude.
• Ability to maintain a high level of confidentiality and remain HIPAA compliant.
• Ability to establish highly productive and detailed organizational skills/habits.
• Possess strong, professional written and oral communication skills for in-person, telephonic, and electronic use.