Customer Service and Support Manager 1

Reports to the Program Manager

The Call Center Operations Manager will manage day-to-day call center functions, ensuring timely, high-quality outreach and triage services aligned with program SLAs, federal privacy standards, and client expectations.

 

Key Responsibilities:

• Analyze and refine call center workflows to improve operational efficiency and improve staff productivity.
• Coordinate with Campaign & Dialer Ops Specialist to ensure contact lists are uploaded, dialer logic is functioning, and call attempts are completed per SLA.
• Oversee care advocates and Health Resource Specialists (HRSs) scheduling, leave planning, and queue monitoring to maintain adequate staffing levels.
• Manage inbound and outbound call center operations, ensuring compliance with SLAs.
• Oversees care navigators (call center agents), ensuring consistent coverage across all shifts (24/7/365)
• Train new hires and conduct ongoing performance monitoring and training on teclephony, and CRM best practices.
• Monitor call quality and documentation through audits and performance metrics.
• Implement quality improvement initiatives as needed.
• Generate weekly and monthly performance reports using telephony and CRM dashboards; escalate issues and trends to the DPM and PM.
• Coordinate with Clinical Lead, Call Center Supervisors, PHRC, and Outreach staff to ensure integrated case handling and smooth handoffs.
• Create SOPs and KBAs for Call Center staff, to include crisis incident handling.
• Lead or support process improvement initiatives, including automation and scripting updates in the telephony system.
• Maintain compliance with federal privacy, security, and data handling standards (e.g., HIPAA, IL4/5, FedRAMP.
• Create a tracking tool and monitor call center staff adherence to monthly government required training.
• Participate in monthly training updates and quarterly government led training sessions.

 

Qualifications

• Bachelor’s degree in IT, Cyber Security Business, Engineering, Management or a related field.
• PMP or ITIL preferred
• 7-10 years of experience with a minimum of 5 years of Project Management experience and management experience.