Contact Center People Manager

Emerge is hiring for a new opportunity for a healthcare company. We are seeking highly motivated Contact Center People Manager who has strong customer service and people leader skills. The Patient Care Team interfaces with patients via inbound calls. The call center is the heart of our client's operations, putting the patient at the forefront. Joining our call center team means becoming a key player in delivering exceptional service and support to our patients, providers, and pharmacies. As a member of this team, you will help lead and coach the Patient Care Reps and Team Leads.

Key Responsibilities

Leadership & Team Management

• Manage a team of Contact Center Agents, including daily oversight, scheduling, coaching, and performance evaluations.
• Conduct 1:1s, team huddles, and ongoing coaching tied to KPIs and quality standards.
• Facilitate onboarding, training, and upskilling of new and existing team members.
• Foster a culture of accountability, empathy, and operational excellence.
  
  

Operational Management

• Monitor real-time and historical performance metrics (AHT, SLAs, CSAT, productivity, adherence, quality, etc.)
• Partner with Workforce Management to ensure accurate staffing, scheduling, and daily coverage.
• Ensure compliance with HIPAA, pharmacy regulations, and internal policies.
• Identify workflow inefficiencies and collaborate with cross-functional teams to optimize processes.
  
  

Quality & Service Excellence

• Review call, chat, and ticket quality; provide actionable coaching and support for performance improvement.
• Advocate for the customer/patient by identifying trends, pain points, and opportunities for service enhancements.
• Work closely with Quality and Training teams to continuously improve content, processes, and agent readiness.
  
  

Employee Engagement & Culture

• Support a positive, inclusive, and transparent environment where employees feel valued and empowered.
• Proactively address employee concerns, conflict resolution, and complex escalations.
• Champion recognition programs and team-building initiatives.
  
  

Escalations & Issue Resolution

• Act as the escalation point for complex patient/provider issues requiring high-level judgment.
• Collaborate with pharmacy, clinical, product, and operations teams to resolve issues promptly.
  
  

Required Qualifications

• 3–5 years of experience in a contact center leadership role (Supervisor, Team Lead, Manager).
• Experience managing 10–25 direct reports in a high-volume environment.
• Strong understanding of contact center metrics, coaching techniques, and performance management.
• Excellent communication and interpersonal skills; ability to motivate and inspire teams.
• Experience working in healthcare, pharmacy, insurance, or regulated environments (highly preferred).
• Working knowledge of CRM/CCaaS platforms (Zendesk, Five9, Talkdesk, etc.).
• Ability to prioritize and adapt in a rapidly changing, scaling organization.
  
  

Preferred Qualifications

• Experience in pharmacy operations, healthcare support, or patient advocacy.
• Knowledge of HIPAA and pharmacy-related compliance requirements.
• Background working with QA programs, WFM systems, and training teams.
• Process improvement exposure (Lean, Six Sigma, etc. a plus).
  
  

Key Competencies

• Coaching & Development
• Emotional Intelligence
• Operational Excellence
• Critical Thinking & Problem-Solving
• Customer/Patient Empathy
• Adaptability in Rapid Change
• Team Culture & Engagement
  
  

Work Environment

• Remote opportunity, must have home office set up.
• Comprehensive benefits package including health, dental, vision and 401(k).
• Applicants must be currently authorized to work in the United States on a full time basis.
• Pay range is $70,000 - 85,000/ year.
  
  

Emerge seeks, in all its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, gender, sexual orientation, national origin, ethnicity, alienage, citizenship or immigration status, age, mental or physical disability, medical condition, pregnancy, military/veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status, or based on their relationship or association with members of a protected class or any other protected classification, in accordance with applicable federal, state and local laws. Emerge is committed to diversity in its most inclusive sense.

By completing an application with us, you seek to join a team of hardworking professionals dedicated to consistently deliver outstanding service to our customers and contribute to the financial success of the organization, its clients and its employees. Equal access to programs, services and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact our Emerge Recruitment Office.