Manager, Call Center Operations
About The Position
Mosaic Pharmacy Service is seeking a Manager, Call Center Operations to lead the team that serves as the front door for medically complex seniors and their families. This role ensures every interaction reflects quality, compassion, and operational excellence, directly supporting underserved seniors across the country to help them get connected to pharmacy care that keeps them safer, healthier, and more independent at home. The company, RxAnte, is a rapidly growing, tech-enabled healthcare services company focused on improving health by helping people get more from medicines, with over 30 million lives under management. Mosaic Pharmacy Service, launched in 2019, offers pharmacy and chronic care management services for medically complex and vulnerable members using data, advanced analytics, specialized software, and pharmacy automation.
Requirements
- 3 or more years of progressive call center leadership experience, including leading Team Leads or supervisors.
- Strong understanding of call center KPIs, workforce management, and operational metrics.
- Excellent communication and leadership skills, with proven ability to develop and motivate frontline supervisors.
- Demonstrated ability to operate independently, addressing situations head on with sound judgment and discernment about when to escalate or ask for help.
- Dedicated, distraction free home working environment.
- Ability to support occasional evening and weekend coverage as business needs require.
- May on occasion need to travel to Sterling, Virginia for team members and leadership presence.
- Will report to the VP, Member Engagement.
- Must be authorized to work in the U.S. without company-sponsored visa sponsorship.
- Successful completion of a comprehensive background check and pre-employment drug screening.
Nice To Haves
- Healthcare, pharmacy, or insurance call center experience.
- Experience leading a remote-first or hybrid call center team.
Responsibilities
- Oversee inbound and outbound call center operations across phone, digital, and chat channels.
- Lead, coach, and develop Team Leads, setting clear performance expectations aligned to KPIs and enrollment goals.
- Monitor call center performance against quality, productivity, and patient-experience metrics, and implement improvement plans where needed.
- Manage staffing, queues, and coverage planning to ensure consistent, compliant service levels.
- Serve as the escalation point for complex patient or staff issues.
- Partner with Quality, Training, Enrollment, and Pharmacy Operations to deliver an integrated patient experience.
- Support hiring, onboarding, and ongoing training activities for the team.
- Drive continuous improvement initiatives across workflows, tools, and processes.
- Prepare and present performance reports to leadership.
Benefits
- Medical, dental, and vision coverage with prescription benefits, with RxAnte paying 100% of the employee-only premium
- A Health Savings Account with company contributions
- A 401(k) retirement plan with an employer match
- Company-paid life, long-term disability, and accidental death and dismemberment insurance, with voluntary short-term disability available
- An Employee Assistance Program and a benefits Customer Advocate service
- Paid time off and paid company holidays
- Company-provided laptop and phone to support remote work
- Support for professional development and training
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
