Manager, Call Center Operations

Role Overview

The Manager, Call Center Operations leads a team that serves as the primary point of contact for medically complex seniors and their families. The role ensures high-quality, compassionate, and efficient interactions that help seniors access safe, effective pharmacy care and promotes health and independence.

Responsibilities

• Oversee inbound and outbound call center operations across phone, digital, and chat channels.
• Lead, coach, and develop Team Leads with performance expectations tied to KPIs and enrollment goals.
• Monitor performance across quality, productivity, and patient experience; drive improvements.
• Manage staffing, queue, and coverage planning to maintain consistent, compliant service levels.
• Act as an escalation point for complex patient or staff issues.
• Collaborate with Quality, Training, Enrollment, and Pharmacy Operations to improve the integrated patient experience.
• Support hiring, onboarding, and ongoing training.
• Drive continuous improvement in workflows, tools, and processes.
• Prepare and present performance reports to leadership.

Requirements

• 3+ years of progressive call center leadership experience, including managing Team Leads or supervisors.
• Strong knowledge of call center KPIs, workforce management, and operational metrics.
• Excellent communication and leadership skills; ability to motivate frontline supervisors.
• Ability to operate independently with good judgment and appropriate escalation.
• Dedicated, distraction-free home workspace.
• Ability to cover occasional evenings/weekends; occasional travel to Sterling, Virginia may be required.
• Must be authorized to work in the U.S. without company-sponsored visa.

Preferred Qualifications

• Experience in healthcare, pharmacy, or insurance call centers.
• Experience leading remote-first or hybrid call center teams.

Compensation & Benefits

• $90,000–$100,000 base salary annually.
• 10% annual performance-based bonus (eligible).
• Benefits include medical/dental/vision (employee premiums fully paid), HSA contributions, 401(k) match, employer-paid life/long-term disability coverage, EAP, paid time off and holidays, and a company-provided laptop and phone for remote work.