Call Center Manager

S2Tech•Jefferson City, MO

18h•Onsite

About The Position

We are seeking an experienced Call Center Manager to lead and oversee all provider and participant call center operations supporting the Missouri MO HealthNet Prior Authorization (PA) solution. This is a key personnel role responsible for ensuring high-quality, responsive, and compliant customer service delivery across a large-scale Medicaid environment. The Call Center Manager will be on-site in Missouri and will lead the establishment, staffing, training, and ongoing management of a high-volume call center operation, ensuring performance against defined service levels and delivering an exceptional customer experience for providers and participants.

Requirements

Minimum 10 years of experience managing or directing call center/customer service operations
Proven experience managing high-volume call center environments
Strong knowledge of: Customer service best practices Workforce management Call center performance metrics and reporting
Demonstrated leadership experience managing large teams
Excellent communication and interpersonal skills (written and verbal)
Experience managing training programs and staff development initiatives

Nice To Haves

Experience supporting Medicaid, healthcare, or public sector programs
Knowledge of Medicaid policies, benefits, and prior authorization processes
Experience with IVR systems and call center technologies
Experience in large-scale IT-enabled service environments

Responsibilities

Establish and manage a fully operational call center supporting provider and participant inquiries related to prior authorization
Ensure the call center is appropriately staffed, trained, and equipped to meet all service requirements and performance standards
Oversee day-to-day operations, including workforce management, scheduling, and escalation handling
Lead, supervise, and develop call center staff, ensuring high performance and accountability
Ensure all staff are trained on Medicaid policies, program benefits, administrative procedures, and system functionality
Develop and maintain a comprehensive training program for onboarding and continuous improvement
Foster a customer service-driven culture focused on responsiveness, accuracy, and professionalism
Monitor and manage call center performance using key metrics, including: Call abandon rate Average speed of answer Call duration Resolution rate Agent utilization Peak hour performance
Provide regular reporting to the State on performance metrics and trends
Identify performance gaps and implement process improvements to enhance service delivery
Ensure timely and accurate resolution of provider and participant inquiries
Serve as an escalation point for complex or high-priority issues
Maintain strong alignment with State expectations for customer service excellence
Oversee the integration and operation of Interactive Voice Response (IVR) and other call center technologies
Ensure staff are proficient in using the Prior Authorization system and supporting tools
Collaborate with technical teams to address system-related issues impacting call center operations
Ensure all call center operations comply with: Medicaid program requirements State and federal regulations Contractual service level agreements (SLAs)
Partner with Quality and Operations leadership to support quality assurance and continuous improvement initiatives
Collaborate with State stakeholders, PMO, and operational teams to: Align on priorities Address issues Improve service delivery
Act as a key point of contact for all call center-related activities