Manager, Contact Center

Shield California Health•Carrollton, TX

1d•$92,000 - $112,000•Hybrid

About The Position

Shield Healthcare is seeking a Contact Center Manager for its Carrollton, TX Central Regional Operations Center. This role is responsible for leading the daily operations of the contact center, ensuring exceptional customer experiences through efficient, compliant, and high-quality service delivery. The manager will oversee contact center supervisors and frontline representatives, drive performance against service-level goals, and implement strategies to improve customer retention, employee experience, operational effectiveness, sales, and profitability. The position collaborates with clinical, operational, and administrative leaders to provide timely, accurate, and compassionate customer support, while improving patient reorder rates and maximizing revenue opportunities. This role promotes a culture of accountability, continuous improvement, employee engagement, and patient-centered care.

Requirements

Minimum of 7 years of experience in a customer service, patient access, or contact center environment.
Minimum of 4 years of progressive leadership or management experience, preferably within a contact center or healthcare setting.
Demonstrated success leading high-performing teams and driving operational excellence in a fast-paced environment.
Strong leadership, coaching, and employee development skills with the ability to motivate, mentor, and retain talent.
Customer and patient-centric mindset with a commitment to delivering an exceptional service experience.
Proficiency in Microsoft 365 (Excel, Outlook, PowerPoint, Word, SharePoint, Teams) and other standard productivity tools.
Experience utilizing contact center technologies, workforce management, reporting, and CRM systems.
Excellent written and verbal communication abilities.
Strong analytical, organizational, problem-solving, and decision-making skills.
Ability to manage multiple priorities, lead through change, execute with a strong sense of urgency, and respond to changing business needs.
A thorough understanding of HIPAA regulations, requirements, and guidelines, familiar with the privacy and security rules and how they apply to healthcare.

Nice To Haves

Bachelor's degree in Business Administration, Healthcare Administration, Management, or a related field preferred, or an equivalent combination of education and experience.
Bilingual a plus, not required.

Responsibilities

Implement the Contact Center strategy by developing and executing short and long-term operational goals aligned with organizational objectives.
Lead daily contact center operations to achieve service level, quality, productivity, patient experience, and financial performance targets.
Develop workforce plans, staffing models, and scheduling strategies to maximize operational efficiency and ensure appropriate coverage.
Monitor and analyze key performance indicators (KPIs), including service level, abandonment rate, average speed of answer, quality scores, patient satisfaction, first contact resolution, and productivity metrics.
Drive continuous improvement initiatives by identifying opportunities to enhance people, processes, technology, and workflows.
Partner with leadership to develop and implement operational strategies that improve patient access and service excellence.
Onboard, coach, develop, and retain high-performing contact center staff and leaders.
Provide ongoing leadership, mentoring, and professional development for supervisors and team members.
Foster a positive, inclusive, and high-performance culture that promotes employee engagement, accountability, and retention.
Ensure compliance with HIPAA, organizational policies, regulatory requirements, and patient privacy standards.
Oversee quality assurance programs to ensure consistent, accurate, and patient-centered service delivery.
Lead departmental projects, system implementations, and change management initiatives as assigned.
Serve as an escalation point for complex patient, provider, or operational concerns, ensuring timely resolution.
Completes special projects as assigned, supporting team and organizational objectives and continuous improvement initiatives.