Manager, Call Center Operations

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Mosaic Pharmacy Service

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51 - 200 employees

Mosaic partners with health plans, health systems, and physicians to deliver outstanding pharmacy care to medically complex and vulnerable patients.

📋 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