Contact Center Operations Manager

1 month ago


Camarillo, California, United States Gold Coast Health Plan Full time
Job Summary

Gold Coast Health Plan, a leading Medicaid provider in Ventura County, California, is seeking an experienced and results-driven Call Center Manager to support the dynamic operations of our Contact Center. This role, reporting directly to the Contact Center Director, the Manager will play a crucial role in ensuring efficient member service, operational excellence, and compliance with regulations. The Call Center Manager will be responsible for supervising a team of dedicated Contact Center Care Coordinators, implementing strategies to improve performance, and fostering a positive working environment.

Key Responsibilities

Ensure compliance with internal policies, procedures, and external regulations under the guidance of the Contact Center Director.
Lead with empathy to foster team development by cultivating a supportive and inclusive work environment, promoting growth, and encouraging continuous learning.
Supervise, coach, and mentor Contact Center team members, providing guidance on job expectations and performance.
Support the recruitment, onboarding, and training of new team members to maintain a high level of talent and service quality.
Collaborate with the Contact Center Director to develop and implement strategic initiatives aligning with organizational objectives.

Requirements

Bachelor's Degree: business administration, Healthcare Administration, or related field preferred.
Minimum of 3 years of experience in a leadership role within a contact center environment.
Proven success in improving contact center efficiency, performance, and customer satisfaction.
Understanding of Medicaid regulations and healthcare industry best practices.
Excellent communication, interpersonal, and leadership skills.
Proficient in Microsoft Office Suite and contact center technologies.

What We Offer

Gold Coast Health Plan offers a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and results-driven individual with a passion for healthcare and customer service, we encourage you to apply for this exciting opportunity.
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