Call Center Manager
A company is looking for a Call Center Manager to lead their Identity support team in a remote capacity. Key Responsibilities: Lead and manage the Tier 1.5 team for escalated member and provider inquiries Monitor daily operations to ensure compliance with service level agreements and quality standards Analyze performance metrics and implement coaching or process improvements as needed Required Qualifications: High School diploma or GED Minimum of 5 years of experience in a call center or customer support environment At least 2 years of experience in a supervisory or team lead role Proficiency in ServiceNow and call center systems (e.g., NICE, Genesys) Ability to analyze data, generate reports, and make decisions based on insights
A company is looking for a Call Center Manager to lead their Identity support team in a remote capacity.
Key Responsibilities:
Lead and manage the Tier 1.5 team for escalated member and provider inquiries
Monitor daily operations to ensure compliance with service level agreements and quality standards
Analyze performance metrics and implement coaching or process improvements as needed
Required Qualifications:
High School diploma or GED
Minimum of 5 years of experience in a call center or customer support environment
At least 2 years of experience in a supervisory or team lead role
Proficiency in ServiceNow and call center systems (e.g., NICE, Genesys)
Ability to analyze data, generate reports, and make decisions based on insights
