Responsibilities: - Responsible for the performance and outcomes of the Contact Center. - Continuously monitor and analyze call center metrics for the purpose of developing operational improvements. - Recommend and communicate operational and/or procedural changes to the team. - Conduct and participate in the recruitment, hiring, and onboarding process of new contact center team members. - Create, update, and facilitate relevant trainings. - Identify professional development opportunities for new and existing Contact Center/Customer Service employees. - Conduct quality assurance audits. - Perform one-on-one meetings with team members to increase employee engagement and improve employee satisfaction and performance. - Manage escalated member phone calls raised by Contact Center/Customer Service staff. - Adjust team operations to meet the needs and challenges of underserved populations. - Clearly articulate team goals and objectives; establish training guidance as needed. - Serve as a liaison between staff and upper management and facilitate communication. - Respond to and resolve complicated or escalated Care Specialist inquiries or concerns. - Represent the Contact Center/Customer Service team in organizational meetings. - Foster a culture of learning for the team; serve as a mentor for professional growth; motivate the team to develop skills in critical thinking and decision making. - Schedule and conduct regular staff meetings. - Additional responsibilities as needed. Required Knowledge, Education, & Experience: - Associate’s degree or an equivalent combination of education and experience - Minimum four (4) years of experience in a related role - Minimum two (2) years of experience managing a team, with progressive leadership responsibilities. - Demonstrated experience, knowledge, and understanding of call center operations. - Experience working with diverse and underserved populations with a strong understanding of multicultural issues. - Excellent verbal, written and interpersonal communication skills. - Highly collaborative team approach - Proficiency with Microsoft Office suite and web-based technologies Highly Preferred Skills, Abilities, & Qualifications: - Experience in a healthcare setting, specifically with care coordination - Self-starter, with ability to work independently. - Comfortable with medical terminology - Experience using Motivational Interviewing techniques. - Familiarity with federal and state laws related to healthcare.