Leidos

Call Center Manager

Leidos

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $107,900 - $195,050 per year

About the role

  • Direct day-to-day operations of the call center, ensuring high levels of customer service and adherence to URAC standards
  • Oversees performance evaluation standards and manages call center workflows to optimize efficiency
  • Coordinates call center operations with Triage Nurse Managers
  • Develops and implements strategies to meet the program’s goals and objectives, increasing customer experience and efficiency
  • Manages and leads a team of Contact Center Supervisory staff, providing guidance, coaching, and support to deliver high levels of user engagement and satisfaction
  • Monitors Care coordination performance metrics and operational KPIs, such as call volume, response times, customer satisfaction scores
  • Continuously assess and refine Contact Center processes to optimize efficiency and customer satisfaction
  • Ensures Care Coordination complies with industry regulations and standards, including data privacy laws and consumer protection regulations
  • Analyzes data related to program outcomes, participant satisfaction, and impact to make informed decisions for program enhancements
  • Provides regular updates to stakeholders regarding program performance, achievements, challenges, and strategic recommendations

Requirements

  • Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or a related field
  • 5 years demonstrated experience in managing large scale contract centers including customer service, performance evaluation, URAC Health Call Center Standard, and process improvement
  • Demonstrated ability to lead and manage a large team in a high-demand environment
  • Demonstrated experience in improving customer services, performance evaluation, and conducting staff training
  • Proficiency in using call center systems and tools, with strong data analysis skills to drive decision-making and resolve operational issues quickly
  • Must be a U.S. citizen and speak fluent English
  • Ability to pass a criminal history, fingerprint background checks, and credential review/verification
  • Strong knowledge of URAC Health Call Center Standards, customer service, performance evaluation, process improvement, and compliance with industry regulations
  • Experience in a healthcare or telehealth environment
  • Certified Professional in Healthcare Quality (CPHQ)
  • Certified Employee Assistance Professional (CEAP)
  • Direct military affiliation or military spouse
Benefits
  • Competitive compensation
  • Health and Wellness programs
  • Income Protection
  • Paid Leave
  • Retirement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisperformance evaluationprocess improvementcall center managementcustomer serviceKPI monitoringcare coordinationURAC standardsstaff training
Soft Skills
leadershipcoachingguidancecommunicationteam managementstrategic planningproblem-solvinguser engagementcustomer satisfaction
Certifications
Certified Professional in Healthcare Quality (CPHQ)Certified Employee Assistance Professional (CEAP)