Manager, Call Center Operations

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Supervise both inbound and outbound call center operations across various channels, including phone, digital, and chat.

• Mentor, coach, and develop Team Leads, establishing clear performance expectations that align with KPIs and enrollment objectives.

• Assess call center performance concerning quality, productivity, and patient-experience metrics, and develop improvement plans as necessary.

• Oversee staffing, queue management, and coverage planning to guarantee consistent and compliant service levels.

• Act as the escalation point for intricate patient or staff-related issues.

• Collaborate with Quality, Training, Enrollment, and Pharmacy Operations to provide a cohesive patient experience.

• Assist in hiring, onboarding, and ongoing training initiatives for the team.

• Promote continuous improvement efforts across workflows, tools, and processes.

• Prepare and deliver performance reports to leadership.

⛳️ Requirements

• A minimum of 3 years of progressive call center leadership experience, including managing Team Leads or supervisors.

• Strong knowledge of call center KPIs, workforce management, and operational metrics.

• Exceptional communication and leadership abilities, with a proven track record of developing and motivating frontline supervisors.

• Proven capability to work independently, addressing issues proactively with sound judgment on when to escalate or seek assistance.

• A dedicated, distraction-free home working environment.

• Flexibility to provide occasional evening and weekend coverage as business needs dictate.

• May occasionally require travel to Sterling, Virginia for team member and leadership engagement.

• Must be legally authorized to work in the U.S. without the need for company-sponsored visa sponsorship.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage with prescription benefits, with RxAnte covering 100% of the employee-only premium.

• Health Savings Account with company contributions.

• A 401(k) retirement plan featuring an employer match.

• Company-paid life insurance, long-term disability, and accidental death and dismemberment insurance, with optional short-term disability available.

• An Employee Assistance Program and a benefits Customer Advocate service.

• Paid time off and recognized company holidays.

• Company-issued laptop and phone to facilitate remote work.

• Support for professional development and training.