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Call Center Manager
Job Summary
A company is looking for a Call Center Manager to lead their Identity support team in a remote capacity.
Key Responsibilities:
- Lead and manage the Tier 1.5 team for escalated member and provider inquiries
- Monitor daily operations to ensure compliance with service level agreements and quality standards
- Analyze performance metrics and implement coaching or process improvements as needed
Required Qualifications:
- High School diploma or GED
- Minimum of 5 years of experience in a call center or customer support environment
- At least 2 years of experience in a supervisory or team lead role
- Proficiency in ServiceNow and call center systems (e.g., NICE, Genesys)
- Ability to analyze data, generate reports, and make decisions based on insights
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COMPLETE JOB DESCRIPTION
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