Call Center/Project Manager - Top Stack

Top Stack is working with a client in the Elkridge, MD area that is seeking a Call Center Manager to join their team.  He/She will be responsible for leadership of large team of Call Center Reps.  Must adhere to SLA's and contract requirements for project.  This position is on site M-F.

• The Call Center Manager leads a team of Customer Service Representatives (CSRs) to deliver high-quality customer service experience, oversees all administrative duties in the office, and ensures organizational Key Performance Indicators (KPIs) are met
• Plan, coordinate, and oversee the activities of the Customer Service Representative(s) to maintain and enhance customer relationships and meet organizational and operational objectives
• Identify trends and areas of concern for customers, collaborating with local and central leadership to reduce customer irritants and operational inefficiencies
• Experience with Maryland Medicaid regulations and trends
• 8-10 years of prior leadership experience 
• 5-7 years of experience with Medicaid
• Leadsership within Health and Human Services
• BA degree