Manager/Senior Call Center Manager

Job Description

Job Description

We are seeking a dynamic, results-driven Manager or Senior Call Center Manager (depending on experience) to lead and optimize all aspects of our contact center operations in Glen Allen, VA. Reporting to the Director of Contact Center Programs, this role is accountable for overall operational performance, service delivery, workforce strategy, employee engagement, regulatory compliance, and client satisfaction across a rapidly growing Non-Emergency Medical Transportation (NEMT) organization.

The Manager/Senior Call Center Manager serves as the operational leader for the contact center, overseeing Call Center Leads, workforce management, quality assurance, and frontline operations while ensuring exceptional service for members, transportation providers, and healthcare partners. This position plays a critical role in scaling operations, driving continuous improvement initiatives, and building a high-performance culture focused on operational excellence and member outcomes.

This is a highly visible leadership role that requires strong business acumen, data-driven decision-making, and the ability to successfully lead teams through growth, transformation, and change.

This is a hybrid role working Tuesday - Saturday 10:00 AM - 6:30 PM in our Glen Allen, VA office. Thursday and Saturday will be work-from-home days however, you must be flexible with your schedule both with WFH days, and the hours you are scheduled to work. 

Essential Responsibilities

Contact Center Leadership & Operations

▪ Provide strategic and operational leadership for all contact center functions, ensuring consistent delivery of service excellence across multiple lines of business

▪ Lead and develop a team of team leads, workforce management personnel, and frontline representatives to achieve organizational goals

▪ Maintain accountability for daily contact center operations, including staffing, scheduling, queue management, escalation management, and service delivery

▪ Serve as the senior escalation point for member, provider, client, and operational issues requiring executive-level resolution

▪ Ensure consistent execution of policies, procedures, and performance standards across all shifts and teams

▪ Partner with executive leadership to develop and implement strategies supporting organizational growth, scalability, and operational efficiency

Performance Management & Team Development

▪ Own and drive performance against key contact center metrics, including Service Level Agreement (SLA), Average Speed of Answer (ASA), Average Handle Time (AHT), Abandonment Rate, Occupancy, Adherence, First Contact Resolution (FCR), Quality Scores, and Member Satisfaction

▪ Establish a high-performance culture through coaching, accountability, recognition, and leadership development

▪ Lead performance management processes for supervisors and management-level staff, including goal setting, performance evaluations, succession planning, and career development

▪ Identify skill gaps and partner with Training and Quality Assurance teams to implement targeted development initiatives

▪ Foster employee engagement, retention, and professional growth through mentoring and leadership development programs

▪ Promote a culture centered on member advocacy, operational excellence, accountability, and continuous improvement

Workforce Management & Resource Planning

▪ Partner with Workforce Management to develop long-term staffing strategies, forecasting models, and capacity plans aligned with business demand

▪ Ensure appropriate staffing levels are maintained to support performance objectives while optimizing labor utilization and operational costs

▪ Monitor intraday performance and direct real-time operational adjustments to address service fluctuations

▪ Oversee hiring plans, onboarding strategies, workforce expansion initiatives, and operational readiness for growth

▪ Drive workforce efficiency while maintaining service quality and employee engagement

Quality, Compliance & Risk Management

▪ Ensure compliance with Medicaid regulations, HIPAA requirements, PHI handling standards, client contractual obligations, and company policies

▪ Partner with Compliance, Quality Assurance, and Operations leadership to mitigate operational risk and ensure regulatory adherence

▪ Review quality trends and performance analytics to identify improvement opportunities and implement corrective actions

▪ Maintain readiness for audits, client reviews, and regulatory assessments

▪ Develop and enforce operational controls that protect service quality and organizational compliance

Client Experience & Stakeholder Management

▪ Ensure exceptional member experiences through effective issue resolution, process optimization, and service recovery strategies

▪ Act as an operational leader during high-volume events, business continuity situations, and critical incident management activities

Process Improvement & Business Growth

▪ Lead continuous improvement initiatives focused on operational efficiency, service quality, automation, and scalability

▪ Analyze operational data and performance trends to identify opportunities for improving customer experience and business outcomes

▪ Oversee the development and maintenance of contact center SOPs, workflows, knowledge management systems, and best practices

▪ Support implementation of new technologies, contact center platforms, and operational tools

▪ Provide strategic input on organizational planning, market expansion, client implementations, and growth initiatives

▪ Champion a culture of innovation and operational excellence across the organization

Qualifications

▪ At least 5 years for Manager level and a minimum of 7+ years of contact center experience for the Sr. Manager, with at least 2-5 years in a management or senior leadership role

▪ Proven experience leading supervisors, workforce management functions, quality assurance programs, and large frontline teams

▪ Experience in NEMT, healthcare services, managed care, insurance, transportation, healthcare technology, or other highly regulated environments preferred

▪ Demonstrated success managing large-scale contact center operations and achieving performance objectives in fast-paced environments

▪ Strong understanding of workforce planning, forecasting, scheduling, operational analytics, and performance management

▪ Experience managing contact center platforms such as Nextiva, Five9, Genesys, Talkdesk, RingCentral, or similar technologies

▪ Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or related field required; Master's degree preferred

Skills & Competencies

▪ Proven leadership ability with experience building, developing, and retaining high-performing teams

▪ Strong operational and strategic planning capabilities

▪ Advanced understanding of contact center KPIs, workforce management principles, and operational analytics

▪ Exceptional coaching, mentoring, and talent development skills

▪ Strong executive presence with the ability to influence across all levels of the organization

▪ Highly analytical and data-driven with strong problem-solving and decision-making capabilities

▪ Excellent communication, presentation, and stakeholder management skills

▪ Ability to lead through change and drive organizational transformation

▪ Strong project management and process improvement experience

▪ Comfortable operating within a fast-paced, high-growth, technology-enabled environment

▪ Bilingual (English/Spanish) preferred

Why This Role

Transportation is a critical link to healthcare access, and our contact center serves as the front door to that experience. As the Manager/Senior Call Center Manager, you will have the opportunity to build, scale, and lead a high-performing operation that directly impacts member health outcomes and client satisfaction. This role offers strategic influence, organizational visibility, and the chance to shape the future of a rapidly growing healthcare technology and transportation organization while developing the next generation of contact center leaders.

Tuesday - Saturday 10:00 AM - 6:30 PM