Contact Center Client Services Manager

November 2

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

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GetInsured

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SaaS • Healthcare Insurance • Government

GetInsured is a market-leading provider of cloud-based SaaS technology and services that enable state-based health insurance marketplaces and public-sector healthcare enrollment. The company delivers end-to-end exchange platforms, Enhanced Direct Enrollment (EDE) solutions, integrated consumer assistance/contact center operations, and implementation and project management for states and carriers. GetInsured focuses on secure, scalable cloud deployments and uses AI and integrations to improve consumer experience, enrollment workflows, and regulatory compliance across state-based marketplaces.

201 - 500 employees

Founded 2005

☁️ SaaS

⚕️ Healthcare Insurance

🏛️ Government

📋 Description

• Develop and nurture strong relationships with clients, acting as the primary contact • Monthly Review of client SLAs and operational achievements with Clients • Analyze performance metrics and service level agreements on a monthly basis to track key metrics, identifying trends, and reporting on customer satisfaction and success to inform business decisions • Propose corrective actions and process improvements based on data analysis • Collaborate with internal stakeholders to align service targets with business objectives • Emphasize a high-level perspective, identifying broader trends and proposing holistic interventions to continuously elevate overall service quality • Maintain clear and consistent communication with clients about performance metrics and outcomes • Ongoing Process Evaluation (Quarterly) • Review and understand Quality Assurance (QA) frameworks to maintain high standards of service delivery and provide clients with the necessary insight • Work with internal operations team to review customer interactions for effectiveness and adherence to best practices • Serve as client advocate and identify areas for efficiency gains and structural improvement in operational workflows • Expansion of process reviews to include a broader evaluation of the overall customer experience, customer sentiment, and transition from reactive to proactive support • Identify and advocate opportunities for automation and AI in collaboration with clients and internal teams • Partner with cross-functional teams to communicate with clients regarding the implementation of new systems • Serve as the primary escalation point for any operational issues within the call center

🎯 Requirements

• Bachelor's degree in business, Operations Management, or related field (or equivalent work experience) • Five plus years of experience managing call center teams, with a strong focus on service delivery and process optimization • Experience in a client relationship management role where strategic outcomes and client satisfaction were primary responsibilities • Demonstrated leadership and people management abilities • Proven track record in monitoring and exceeding SLAs and using data to drive operational improvements • Familiarity with contact center analytics, Quality Assurance processes, and customer satisfaction metrics • Understanding of RPA, IVA, and other automation technologies • Excellent communication skills for cross-functional collaboration and escalation management • Ability to analyze complex problems, identify root causes, and propose effective solutions • Strong system-thinking approach, with an ability to balance operational insights and strategic client satisfaction goals, particularly across multiple clients with varying policies and processes.

🏖️ Benefits

• Health, Dental, Life, Disability, and Vision insurance • Healthcare spending or reimbursement accounts (HSA/FSA) • Retirement benefits (401k) • Paid time off • Education assistance or tuition reimbursement • Employee discounts for Gym memberships & commuting/travel assistance