Job Description

Salary range for this role: $60,100 - $85,800 annually*

The Call Center Manager is responsible for overseeing day-to-day customer service operations, ensuring efficient handling of inbound and outbound calls while maintaining high-quality service standards. This role involves managing a team of customer service representatives, providing coaching and performance feedback, and monitoring workflow to meet client-specific service levels. The supervisor ensures accurate and timely updates to policy information, compliance with all regulatory requirements (including HIPAA), and strict adherence to established communication scripts and procedures.

• Provide customer service duties by effectively responding to incoming phone calls and manage outbound calls in a timely manner
• Update policy information in administrative and workflow systems to process requests.
• Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
• Effectively and efficiently communicate with customers
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by going the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Build positive relationships with operations team members
• Adherence to schedule and excellent time management skills
• Provide suggestions for improvement of current processes to management
• Generating daily Call Center Productivity reports.
• Managing and supervising customer service representatives.
• Training and coaching call center representatives.
• Ability to differentiate and handle multiple lines of business and client specifics
• Transfer calls to proper CSR based on LOB as set forth on process document.
• Annual trainings on HIPAA, compliance and fraud and abuse
• Monitor software to ensure phone coverage and availability of representatives
• Time management of all call center staff to ensure service levels are met for each client
• Shift work loads of call center staff based on ever changing needs
• Provide direction and feedback to staff in a professional manner

• Proven service aptitude and customer service skills in handling customer concerns effectively, timely and in a courteous manner.
• Previous call center manager experience, insurance or healthcare environment
• Demonstrated decision making skills
• Flexible/Open to change - ability to adapt positively to changing business needs
• Focus on results - Proven ability to set and meet aggressive goals
• College degree or equivalent work experience
• Previous call center experience a plus
• High school diploma
• PC/ Technological skills - Solid Windows based and mainframe experience, Microsoft Office Experience
• Scheduled hours may range from 8am-8pm Eastern daily
• Strong phone and verbal communication skills along with active listening
• Excellent communication skills
• Ability and willingness to learn
• Attention to Detail and Organization
• Ability to work in a fast-paced environment

*The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.