Contact Center Manager -

Description & Requirements

We are currently seeking qualified and motivated professionals interested in joining our team in support of an upcoming federal contract (pending award).

This position will play a key role in delivering high-quality services to our government client and will be contingent upon contract award.

As part of this project, you will support a federally funded initiative that provides essential medical readiness services-such as exams, screenings, dental care and preventive care-to individuals in remote or underserved areas.

Services are delivered through a network of providers and mobile teams, with remote coordination and scheduling.

The program ensures consistent access to care across dispersed populations and contributes to broader public service goals.
This project is currently in the bidding phase, and we're eager to consider strong candidates who may be a great fit for this opportunity.

We are looking for a results-driven Contact Center Manager to oversee daily operations and lead a high-performing team.

The candidate will need to have a strong background in contact center management, a passion for healthcare service delivery, and the ability to drive performance through data, coaching, and continuous improvement.

Please note, the Contact Center hours of operation are Mon-Fri 6:00 a.m.

- 10:00 p.m.

EST & Sat-Sun 8:00 a.m.

- 9:00 p.m.

EST.

Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure performance metrics are met.

- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.

Provide updates to staff regarding these policies and procedures.

- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.

- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.

- Monitor call center compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.

- Responsible for identifying and resolving issues, problems, and concerns with employees.

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.

- Provide direction to staff when complaints are escalated to management level.

Minimum Requirements

- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of ...