Essential Duties and Responsibilities:

- Oversee the daily operations of a large health program to ensure performance metrics are met.

- Maintain updated knowledge of the performance requirements as well as corporate and project policies and procedures.

-Provide assistance and updates to staff regarding these policies and procedures.

- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.

- Monitor performance goals and objectives for the staff and complete daily and weekly reports.

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.

- Monitor call center compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.

- Responsible for identifying and resolving issues, problems, and concerns with employees.

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.

- Provide direction to staff when complaints are escalated to management level.

Requirements

Minimum Requirements

- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

- Three (3) years of people management experience.

- Ability to obtain US Security Clearance

- 5-7 years of relevant work experience managing multiple contact centers in lieu of degree

- Experience in customer service, performance evaluation, and process improvement. 

- Experience in large volume staff training and coaching

Demonstrate knowledge of health contact center standards

Preferred Qualifications

- Excellent written and oral communication skills

Strong interpersonal skills with the ability to build relationships at all levels

- Proactive, self-starter with the ability to work well in a team environment

- Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking

We are an Equal Opportunity Employer.

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary & AD&D)

Paid Time Off (Vacation, Sick & Public Holidays)

Family Leave (Maternity, Paternity)

Short Term & Long-Term Disability

Training & Development

Work From Home