Manager, Call Center Operations

Role Overview

The Manager, Call Center Operations leads call center operations as the primary point of contact for medically complex seniors and their families. The role ensures high-quality, compassionate, efficient interactions that support seniors in accessing pharmacy care that promotes safety, 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 aligned to KPIs and enrollment goals.
• Monitor call center performance across quality, productivity, and patient experience metrics; implement improvements.
• Manage staffing, queue, and coverage planning to maintain consistent, compliant service levels.
• Act as the escalation point for complex patient or staff issues.
• Collaborate with Quality, Training, Enrollment, and Pharmacy Operations teams to integrate 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 sound judgment and appropriate escalation.
• Dedicated, distraction-free home workspace.
• Availability for occasional evening and weekend coverage.
• Ability to work in the U.S. without company-sponsored visa.
• Occasional travel to Sterling, Virginia may be required.

Preferred

• 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 eligibility.
• Medical, dental, and vision; employee-only premiums fully paid; prescription benefits.
• Health Savings Account with company contributions.
• 401(k) with employer match.
• Company-paid life, long-term disability, and accidental death & dismemberment; voluntary short-term disability.
• Employee Assistance Program and Customer Advocate service.
• Paid time off and paid company holidays.
• Company-provided laptop and phone for remote work.
• Professional development and training support.