Ohio Licensed Call Center Manager

Job Summary

A company is looking for a Call Center Manager - Remote OH.

Key Responsibilities

• Oversee day-to-day operations of the Ohio FI Provider Services Call Center, ensuring compliance with service level agreements and quality metrics
• Lead, coach, and manage remote customer support staff, serving as an escalation point for complex provider issues
• Develop and manage staffing models and schedules to meet call volume demand while monitoring service levels and productivity

Qualifications

• Bachelor's degree or equivalent combination of education and experience, preferably in business management or healthcare administration
• Nine (9)+ years of customer service or call center operations experience, including five (5)+ years in leadership roles managing remote teams
• Strong knowledge of Medicaid operations and claims processing
• Experience with customer relationship management systems (Vue360 preferred) and ServiceNow (required)
• Ability to create and analyze data using SQL; experience with remote desktop server environments preferred