Manager, Contact Center

About the role

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Shield HealthCare is looking for a Contact Center Manager for our Carrollton, TX Central Regional Operations Center. The Contact Center Manager is responsible for leading the daily operations of the contact center, ensuring exceptional customer experiences through efficient, compliant, and high-quality service delivery. This role oversees contact center supervisors and frontline representatives, drives performance against service-level goals, and implements strategies that improve customer retention, the employee experience, operational effectiveness, sales, and profitability. The Contact Center Manager collaborates with clinical, operational, and administrative leaders to provide timely, accurate, and compassionate customer support, while improving patient reorder rates and maximizing revenue opportunities. This position promotes a culture of accountability, continuous improvement, employee engagement, and patient-centered care.

Responsibilities

• Implement the Contact Center strategy by developing and executing short and long-term operational goals aligned with organizational objectives.
• Lead daily contact center operations to achieve service level, quality, productivity, patient experience, and financial performance targets.
• Develop workforce plans, staffing models, and scheduling strategies to maximize operational efficiency and ensure appropriate coverage.
• Monitor and analyze key performance indicators (KPIs), including service level, abandonment rate, average speed of answer, quality scores, patient satisfaction, first contact resolution, and productivity metrics.
• Drive continuous improvement initiatives by identifying opportunities to enhance people, processes, technology, and workflows.
• Partner with leadership to develop and implement operational strategies that improve patient access and service excellence.
• Onboard, coach, develop, and retain high-performing contact center staff and leaders.
• Provide ongoing leadership, mentoring, and professional development for supervisors and team members.
• Foster a positive, inclusive, and high-performance culture that promotes employee engagement, accountability, and retention.
• Ensure compliance with HIPAA, organizational policies, regulatory requirements, and patient privacy standards.
• Oversee quality assurance programs to ensure consistent, accurate, and patient-centered service delivery.
• Lead departmental projects, system implementations, and change management initiatives as assigned.
• Serve as an escalation point for complex patient, provider, or operational concerns, ensuring timely resolution.
• Completes special projects as assigned, supporting team and organizational objectives and continuous improvement initiatives.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Management, or a related field preferred, or an equivalent combination of education and experience.
• Minimum of 7 years of experience in a customer service, patient access, or contact center environment.
• Minimum of 4 years of progressive leadership or management experience, preferably within a contact center or healthcare setting.
• Demonstrated success leading high-performing teams and driving operational excellence in a fast-paced environment.
• Strong leadership, coaching, and employee development skills with the ability to motivate, mentor, and retain talent.
• Customer and patient-centric mindset with a commitment to delivering an exceptional service experience.
• Proficiency in Microsoft 365 (Excel, Outlook, PowerPoint, Word, SharePoint, Teams) and other standard productivity tools.
• Experience utilizing contact center technologies, workforce management, reporting, and CRM systems.
• Excellent written and verbal communication abilities.
• Strong analytical, organizational, problem-solving, and decision-making skills.
• Ability to manage multiple priorities, lead through change, execute with a strong sense of urgency, and respond to changing business needs.
• A thorough understanding of HIPAA regulations, requirements, and guidelines, familiar with the privacy and security rules and how they apply to healthcare.
• Bilingual a plus, not required.

Benefits

• Medical, Dental, and Vision
• 401(k) with Company Match
• Sick and Vacation Days
• Flexible Spending Account
• Life & Disability Insurance
• Education Assistance

Pay

The posted range for this position is $92,000-$112,000 annually which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.