Manager, Call Center Operations

Job Description:

• Oversee inbound and outbound call center operations across phone, digital, and chat channels.
• Lead, coach, and develop Team Leads, setting clear performance expectations aligned to KPIs and enrollment goals.
• Monitor call center performance against quality, productivity, and patient-experience metrics, and implement improvement plans where needed.
• Manage staffing, queues, and coverage planning to ensure consistent, compliant service levels.
• Serve as the escalation point for complex patient or staff issues.
• Partner with Quality, Training, Enrollment, and Pharmacy Operations to deliver an integrated patient experience.
• Support hiring, onboarding, and ongoing training activities for the team.
• Drive continuous improvement initiatives across workflows, tools, and processes.
• Prepare and present performance reports to leadership.

Requirements:

• 3 or more years of progressive call center leadership experience, including leading Team Leads or supervisors.
• Strong understanding of call center KPIs, workforce management, and operational metrics.
• Excellent communication and leadership skills, with proven ability to develop and motivate frontline supervisors.
• Demonstrated ability to operate independently, addressing situations head on with sound judgment and discernment about when to escalate or ask for help.
• Dedicated, distraction free home working environment.
• Ability to support occasional evening and weekend coverage as business needs require.
• May on occasion need to travel to Sterling, Virginia for team members and leadership presence.
• Must be authorized to work in the U.S. without company-sponsored visa sponsorship.

Benefits:

• Medical, dental, and vision coverage with prescription benefits, with RxAnte paying 100% of the employee-only premium
• A Health Savings Account with company contributions
• A 401(k) retirement plan with an employer match
• Company-paid life, long-term disability, and accidental death and dismemberment insurance, with voluntary short-term disability available
• An Employee Assistance Program and a benefits Customer Advocate service
• Paid time off and paid company holidays
• Company-provided laptop and phone to support remote work
• Support for professional development and training