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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
contact center managementperformance managementoperational analysisprocess improvementstaff developmentstandard operating procedurestechnology migrationsengagement strategieskey performance indicatorsclient relationship management
Soft Skills
leadershipcoachingcommunicationanalytical skillsproblem-solvingorganizational skillsattention to detailteam satisfactioncross-functional collaborationfollow-through
Industry Keywords
healthcarebenefits administrationregulated environmentmember servicesclient-facing experienceoperational outcomesservice deliverystaff attendance monitoringperformance standardsoperational trends
About the role
Key responsibilities & impact- Stand up, develop, and lead a new contact center operation
- Oversee daily operations and performance of the team
- Manage, coach, and develop staff to meet established performance standards
- Monitor key performance indicators and report on operational outcomes
- Ensure customer issues are resolved promptly and thoroughly
- Drive consistency in service delivery to meet contractual outcomes
- Build strong cross-functional relationships across Sharecare
- Identify opportunities to expand scope in partnership with leadership and clients
- Hire, onboard, and develop a net new frontline team
- Develop and implement engagement strategies to drive retention, performance, and team satisfaction
- Monitor staff attendance and performance daily
- Develop and maintain Standard Operating Procedures
- Analyze operational trends and conduct recurrent training as required
- Lead operational transitions including technology migrations
- Identify and implement process improvements to enhance service efficiency
Requirements
What you’ll need- 7+ years of progressive call center or contact center management experience
- Demonstrated experience building or transforming an operation
- Healthcare, benefits administration, or regulated-environment member services experience required
- Executive client-facing experience with direct accountability for client relationships
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- Detail oriented and well organized; demonstrates follow-through on assignments
- Bachelor's degree preferred; equivalent demonstrated professional leadership experience considered
Benefits
Comp & perks- Health insurance
- Retirement plans
- Flexible work arrangements
- Professional development opportunities