Why This Role is Important to Us:

Position Summary:

The Manager, Call Center will oversee operations for a team of 65+ members, managing calls, emails, mail, and transportation services. This role involves leading and mentoring call center supervisors, fostering a culture of accountability to achieve KPIs and enhance member experience. The leader will drive cross-departmental collaboration to improve services, inspire and develop staff to reduce attrition and increase engagement, and partner with workforce management to maintain optimal staffing and scheduling. Utilizing data and analytics, the leader will guide decision-making and ensure compliance with regulatory and corporate service standards. Additionally, the Call Center Manager will represent the organization during major regulatory and audit reviews.

Supervision Exercised:

• The manager will have direct supervision of a team of Call Center Supervisors.

What You'll Be Doing:

Essential Duties & Responsibilities:

1. Manage contact center operations for calls, email, mail, and transportation, focusing on efficiency, staff development, and member experience. Lead and mentor call center supervisors in a team of 65+.

2. Develop and maintain a culture of accountability across all levels of the organization focused on maintaining KPI's and maximizing the member experience.

3. Foster cross-departmental collaboration to drive service improvements and implement effective changes.

4. Lead and inspire the call center team by winning hearts and minds, developing talent, and implementing strategies to reduce attrition and enhance employee engagement..

5. Partner with the workforce management team to maintain staffing levels, facilitate daily meetings, adjust schedules, and build strong relationships.

6. Leverage data and analytics to inform decision-making, and prioritization of resources.

7. Ensure compliance with contractual, regulatory, and corporate service level requirements, guidelines, and goals related to customer service performance

8. Represent CCA in all major regulatory and audit reviews.

Working Conditions:

• Standard office conditions.

Other:

• Telephony Call Center management tools

• Excel

• PowerPoint

• Standard office equipment

• Light office duties

What We're Looking For:

Required Education (must have):

• Bachelor's Degree or equivalent experience

Required Experience (must have):

• 7-10 years Minimum Experience

• Seven years' experience in customer service

Required Knowledge, Skills & Abilities (must have):

• Exceptional communication skills: Clearly convey expectations and represent the organization effectively.

• Strong analytical and problem-solving skills: Use data to guide decisions and optimize resources.

• Self-motivated and visionary: Drive team performance and achieve goals with minimal oversight.

• Minimal strategic guidance needed: Operate autonomously and make informed decisions independently.

• Leadership and team management: Direct and mentor teams to boost performance and engagement.

• Change management: Implement and manage changes to address issues and improve processes.

• Cross-departmental collaboration: Build relationships and work with other departments to enhance services.

• Workforce management: Partner with teams to ensure optimal staffing and effective scheduling.

• Technological proficiency: Familiar with relevant technologies for contact center management.

Required Language (must have):

• English

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Please note employment with CCA is contingent upon acceptable professional references, a background check (including Mass CORI, employment, education, criminal check, and driving record, (if applicable)), an OIG Report and verification of a valid MA/RN license (if applicable). Commonwealth Care Alliance is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other category protected by applicable federal, state or local laws.