Senior Contact Center Manager

Job Summary

To support the establishment of a new team, the full-time Senior Contact Center Manager will operationalize and lead a remote contact center focused on strategic member-facing healthcare services, ensuring service level performance, member experience, and operational quality from launch onward.

Key responsibilities

• Develop and lead the new contact center operation, including staffing, workflows, and process improvements
• Oversee daily operations and performance of the team, ensuring customer issues are resolved effectively
• Serve as the operational point of contact with client leadership, presenting operational performance and engaging in strategic planning

Required qualifications

• 7+ years of progressive call center or contact center management experience with accountability for SLA performance
• Experience building or transforming operations, including standing up new functions or leading major migrations
• Healthcare or regulated-environment member services experience required
• Executive client-facing experience with accountability for client relationships
• Bachelor's degree preferred or equivalent professional leadership experience considered