Call Center Mgr DC

Verida Inc•Washington, DC

122d•Onsite

About The Position

The Call Center Manager is responsible for managing and optimizing call center operations through effective scheduling, real-time workforce management, and strategic use of human and automated resources. The role works toward customer satisfaction, productivity, schedule adherence, and financial performance goals, and leads the development and implementation of systems and procedures to improve operational efficiency and service quality. The manager is accountable for overall call center performance, including Beneficiary enrollment and Customer Service Hotline operations, and has authority over assigned staff and activities related to Beneficiary service delivery and fiduciary responsibilities. This is an on-site position in the District of Columbia. The manager oversees scheduling and operations, coordinates with Operations management and Network Operations Coordinators, responds to staffing needs and operational disruptions, and monitors performance against targets. The role also manages assigned personnel, including staffing, performance expectations, training, employee development, and workplace climate.

Requirements

Analytical skills and a statistical background.
Experience in a production or call center environment, including implementing and managing performance metrics such as Average Speed of Answer (ASA), abandonment rate, and First Call Resolution (FCR).
Experience with healthcare regulations, including HIPAA compliance and handling Protected Health Information (PHI), and knowledge of healthcare systems and Medicaid programs, including service delivery models for low-income populations.
Demonstrated project management and leadership experience in a supervisory or management capacity, including supervising, coaching, and developing staff and planning, executing, and overseeing operational initiatives.
Bachelor's degree in Communications, Statistics, Operations Management, Business Management, Social Work, Health Administration, or a related field.
Approximately 5–7 years of previous operations management experience, including forecasting, scheduling, and real-time operations management.

Nice To Haves

Working knowledge of the medical transportation industry.

Responsibilities

Oversee daily Call Center Scheduling and Call Center Operations to maximize scheduling and real-time use of resources; analyze and recommend the mix of part-time, flexible, and full-time employees for the site.
Coordinate with Operations management on scheduling and schedule adherence, provide input on local conditions, identify needs, and receive direction on real-time staffing increases or decreases.
Ensure Call Center Supervisors manage and escalate schedule-adherence issues as appropriate, and ensure real-time staffing changes are communicated to Network Operations Coordinators.
Implement contingency plans and direct or escalate activities during system problems, disasters, and other disruptions; troubleshoot issues and participate in post-mortem analysis to inform process improvements.
Approve schedules developed by Call Center Supervisors and work with local management to communicate and fill schedules and handle exceptions.
Review performance results against targets, take corrective measures when authorized, and escalate issues as needed.
Participate in daily, weekly, monthly, and annual planning as appropriate.
Perform duties in accordance with company policies and objectives, and maintain cooperative working relationships that support employee morale, productivity, and effectiveness.
Keep the immediate superior informed of significant problems or unusual matters, take corrective action where necessary, or suggest alternatives.
Manage assigned personnel by maintaining a qualified staff, communicating accountability and performance expectations, establishing performance standards, ensuring appropriate training, fostering a productive work climate, and developing employees for future advancement.
Perform other duties and responsibilities as required or requested.