Call Center Manager - Top Stack

We are looking for an experienced Call Center Manager to lead a team of Customer Service Representatives (CSRs), overseeing office operations, managing team performance, and ensuring a high-quality customer experience. This role focuses on achieving organizational Key Performance Indicators (KPIs) while identifying and addressing trends or challenges that impact customer satisfaction.

 

RESPONSIBILITIES/COMPANY HIGHLIGHTS:

• Lead and coordinate the activities of the customer service team to enhance customer relationships and meet organizational goals.
• Oversee office administration, ensuring smooth operations and adherence to contract requirements and service level agreements (SLAs).
• Identify customer trends and collaborate with leadership to address concerns, streamline processes, and improve efficiency.
• Ensure compliance with all regulatory guidelines, specifically within health and human services industry.

 

 QUALIFICATIONS:

• Bachelor’s degree required.
• 8-10 years of leadership experience, preferably in Health and Human Services.
• 5-7 years of experience working with Medicaid requirements, with a strong understanding of Maryland Medicaid regulations and trends.