Sr. Contact Center Operations Manager - Remote
Core
Leading a new contact center operation to deliver strategic member-facing healthcare services, including benefits navigation and care management, for health plans and providers.
Role type
Senior IC Contact Center Operations Manager (Build)
Builds
A new contact center service line for healthcare benefit members
Domain
Healthcare / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Contact center platform fluency, Operational reporting and data fluency, Quality assurance frameworks, Workforce management, Team building and leadership, Process improvement
Preferred skills
Healthcare or benefits administration experience, Executive client-facing experience
Technologies
Salesforce, Five9, NICE inContact, Genesys, Zendesk, Talkdesk, Power BI, Tableau, Excel
Responsibilities
Stand up and lead a new contact center operation from scratch, Oversee daily operations and performance of the team, Manage and coach staff to meet performance standards, Serve as operational point of contact with client leadership, Hire and develop a net new frontline team, Develop and maintain Standard Operating Procedures
Seniority
Senior, hands-on IC