Call Center Manager

Leidos

3d•Remote

About The Position

The Leidos Health and Services Sector is seeking a Call Center Manager, contingent upon contract award, who will direct day-to-day operations of the call center, ensuring high levels of customer service and adherence to URAC standards. Role is primarily remote with the ability to travel up to 25%- candidate MUST be a U.S. citizen and speak fluent English, be located in the UNITED STATES and have the ability to obtain a Public Trust Clearance. Leidos Health Services Sector is seeking a highly motivated and experienced Call Center Manager to join our team. This position supports a government contract providing 24 hours a day 7 days a week healthcare services to Active Duty Service Members and their families. Manages all aspects of call center activities in support of the program. Manages the 24/7/365 call center operations, ensuring on-time, on-budget delivery of services, compliance with contractual requirements, and risk mitigation.

Requirements

Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or a related field
5 years demonstrated exp in managing large scale contract centers including customer service, performance evaluation, URAC Health Call Center Standard, and process improvement.
Must have 5 years demonstrated experience in: Demonstrated ability to lead and manage a large team in a high-demand environment.
Demonstrated experience in improving customer services, performance evaluation, and conducting staff training.
Proficiency in using call center systems and tools, with strong data analysis skills to drive decision-making and resolve operational issues quickly.
Must be a U.S. citizen and speak fluent English.
Ability to pass a criminal history, fingerprint background checks, and credential review/verification.
This position is a remote position and requires a quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.
Strong knowledge of URAC Health Call Center Standards, customer service, performance evaluation, process improvement, and compliance with industry regulations.

Nice To Haves

Experience in a healthcare or telehealth environment.
Certified Professional in Healthcare Quality (CPHQ)
Certified Employee Assistance Professional (CEAP)
Direct military affiliation or military spouse

Responsibilities

Oversees performance evaluation standards and manages call center workflows to optimize efficiency.
Coordinates call center operations with Triage Nurse Managers.
Serves as a member of the leadership project management team ensuring scheduling and follow up service delivery and contract deliverable execution.
Develops and implements strategies to meet the program’s goals and objectives, increasing customer experience and efficiency.
Manages and leads a team of Contact Center Supervisory staff.
Provides guidance, coaching, and support to deliver high levels of user engagement and satisfaction.
Monitors Care coordination performance metrics and operational KPIs, such as call volume, response times, customer satisfaction scores in coordination with Nurse PM .
Identifies trends, issues, and opportunities for improvement.
Continuously assess and refine Contact Center processes to optimize efficiency and customer satisfaction as well as ensures Care Coordination complies with industry regulations and standards, including data privacy laws and consumer protection regulations.
Analyzes data related to program outcomes, participant satisfaction, and impact to make informed decisions for program enhancements.
Identifies and mitigates potential risks associated with program operations, confidentiality, and participant well-being.
Provides regular updates to stakeholders regarding program performance, achievements, challenges, and strategic recommendations.
Serves as a member of the leadership project management team ensuring service delivery and contract deliverable execution.
Develops and implements strategies to achieve program goals, optimizing customer experience and efficiency through best practices and innovative solutions.
Manages and leads a team of Contact Center support staff, providing guidance, coaching, and support to enhance user engagement, satisfaction, and operational efficiency.
Promotes accountability, teamwork, and continuous improvement within the call center organization, maintaining high standards of service quality.
Monitors Contact Center performance metrics and KPIs (e.g., call volume, response times, customer satisfaction), identifying trends and opportunities for improvement.
Continuously assess and refine Contact Center processes to optimize efficiency and customer satisfaction.
Implements best practices and innovative solutions to enhance reporting and overall customer experience.
Establishes and maintains quality assurance programs to ensure consistent, high-quality customer interactions, and compliance with URAC standards and data privacy regulations.
Collaborates with external vendors and internal stakeholders to ensure seamless service integration and operational success.
Ensures that Contact Center operations comply with industry regulations and standards, including data privacy laws and consumer protection regulations.