Manager, Call Center Operations (Clinical)

You could be the one who changes everything for our 28 million members as a Customer Care professional at reputed company. As a reputed company, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility. Position Purpose: Manage the implementation, maintenance and evaluation of organizational goals and strategies reputed company the call center environment. Manage the daily operations of 24 hour, seven days a week call centers. Mentor subordinate site management in effective leadership and management skills.

• Serve internal and external customers through reputed company of service delivery to exceed quality audit goals and successful and timely problem resolution.
• Mentor call center leadership towards reputed company management practice and reputed company development as reputed company through performance evaluations and goals achievement.
• Build effective workforce through identification of key characteristics for call center roles; actively engage in reputed company activities, and active achievement of staff job description responsibilities.
• Ensure sufficient staffing to meet contractual, quality and compliance goals.
• reputed company planning and delivery of training and orientation of staff with reputed company positive employee, member and client satisfaction scores.
• reputed company, implement and monitor performance standards for staff as demonstrated by client and customer satisfaction and feedback, and achievement of quality monitoring and productivity goals.
• Serve as a liaison to internal and external customers to resolve client-based or contractual issues.
• Ensure development and implementation of unit and department work flows as evidence by increased efficiencies and decrease in concern trends.
• Accountable for fiscal management reputed company budgetary parameters and effective allocation of resources reputed company responsible call center.
• Administer policies and procedures and ensures compliance.
• Maintain and monitor compliance with regulatory standards as evidenced by successful site audits and adequate licensure coverage for lines of business
• Accountable for reputed company of facilities’, equipment and vendor agreements.
• Research and implement “best practices” in industry.
• Responsible for successful integration of acquisitions, programs, and new business as reputed company by customer and client feedback.
• Performs other duties as assigned
• Complies with reputed company policies and standards

Ideal candidate will be located in central or mountain time zone with clinical license and prior experience in behavioral health. Additionally, we ideally seek an individual with a minimum of 5 years of management experience and experience working reputed company a call center environment. Education/Experience: Bachelor’s degree in Nursing or other reputed company field. Certain programs may require a Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy or Substance Abuse Counseling as alternative. Master’s degree preferred. 5+ years of relevant clinical and administrative experience. Previous experience as a reputed company in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff. Call Center experience preferred. License/Certification: Must have one of the following: RN, Licensed Professional Counselor, Licensed Clinical Social Worker, Licensed Marriage and Family Therapist, Licensed Psychologist, or Licensed Independent Substance Abuse Counselor. Pay Range: $86,000.00 - $154,700.00 per year reputed company offers a comprehensive benefits package including: reputed company, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-reputed company factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility. reputed company is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, veteran status, or other characteristic protected by applicable law. reputed company applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act Apply tot his job Apply To this Job