Manager/Senior Call Center Manager

Contact Center Leadership & Operations

Provide strategic and operational leadership for all contact center functions, ensuring consistent delivery of service excellence across multiple lines of business.
Lead and develop a team of team leads, workforce management personnel, and frontline representatives to achieve organizational goals.
Maintain accountability for daily contact center operations, including staffing, scheduling, queue management, escalation management, and service delivery.
Serve as the senior escalation point for member, provider, client, and operational issues requiring executive-level resolution.
Ensure consistent execution of policies, procedures, and performance standards across all shifts and teams.
Partner with executive leadership to develop and implement strategies supporting organizational growth, scalability, and operational efficiency.

Performance Management & Team Development

Own and drive performance against key contact center metrics, including Service Level Agreement (SLA), Average Speed of Answer (ASA), Average Handle Time (AHT), Abandonment Rate, Occupancy, Adherence, First Contact Resolution (FCR), Quality Scores, and Member Satisfaction.
Establish a high-performance culture through coaching, accountability, recognition, and leadership development.
Lead performance management processes for supervisors and management-level staff, including goal setting, performance evaluations, succession planning, and career development.
Identify skill gaps and partner with Training and Quality Assurance teams to implement targeted development initiatives.
Foster employee engagement, retention, and professional growth through mentoring and leadership development programs.
Promote a culture centered on member advocacy, operational excellence, accountability, and continuous improvement.

Workforce Management & Resource Planning

Partner with Workforce Management to develop long-term staffing strategies, forecasting models, and capacity plans aligned with business demand.
Ensure appropriate staffing levels are maintained to support performance objectives while optimizing labor utilization and operational costs.
Monitor intraday performance and direct real-time operational adjustments to address service fluctuations.
Oversee hiring plans, onboarding strategies, workforce expansion initiatives, and operational readiness for growth.
Drive workforce efficiency while maintaining service quality and employee engagement.

Quality, Compliance & Risk Management

Ensure compliance with Medicaid regulations, HIPAA requirements, PHI handling standards, client contractual obligations, and company policies.
Partner with Compliance, Quality Assurance, and Operations leadership to mitigate operational risk and ensure regulatory adherence.
Review quality trends and performance analytics to identify improvement opportunities and implement corrective actions.
Maintain readiness for audits, client reviews, and regulatory assessments.
Develop and enforce operational controls that protect service quality and organizational compliance.

Client Experience & Stakeholder Management

Ensure exceptional member experiences through effective issue resolution, process optimization, and service recovery strategies.
Act as an operational leader during high-volume events, business continuity situations, and critical incident management activities.
Process Improvement & Business Growth

Lead continuous improvement initiatives focused on operational efficiency, service quality, automation, and scalability.
Analyze operational data and performance trends to identify opportunities for improving customer experience and business outcomes.
Oversee the development and maintenance of contact center SOPs, workflows, knowledge management systems, and best practices.
Support implementation of new technologies, contact center platforms, and operational tools.
Provide strategic input on organizational planning, market expansion, client implementations, and growth initiatives.
Champion a culture of innovation and operational excellence across the organization.

Qualifications

At least 5 years for Manager level and a minimum of 7+ years of contact center experience for the Sr. Manager, with at least 2-5 years in a management or senior leadership role.
Proven experience leading supervisors, workforce management functions, quality assurance programs, and large frontline teams.
Experience in NEMT, healthcare services, managed care, insurance, transportation, healthcare technology, or other highly regulated environments preferred.
Demonstrated success managing large-scale contact center operations and achieving performance objectives in fast-paced environments.
Strong understanding of workforce planning, forecasting, scheduling, operational analytics, and performance management.
Experience managing contact center platforms such as Nextiva, Five9, Genesys, Talkdesk, RingCentral, or similar technologies.
Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or related field required; Master's degree preferred.

Skills & Competencies

Proven leadership ability with experience building, developing, and retaining high-performing teams.
Strong operational and strategic planning capabilities.
Advanced understanding of contact center KPIs, workforce management principles, and operational analytics.
Exceptional coaching, mentoring, and talent development skills.
Strong executive presence with the ability to influence across all levels of the organization.
Highly analytical and data-driven with strong problem-solving and decision-making capabilities.
Excellent communication, presentation, and stakeholder management skills.
Ability to lead through change and drive organizational transformation.
Strong project management and process improvement experience.
Comfortable operating within a fast-paced, high-growth, technology-enabled environment.
Bilingual (English/Spanish) preferred.