Outbound Call Center Manager jobs in Monterey, CA

ACCEPTING APPLICATIONS THROUGH TUESDAY, APRIL 23rd AT 5:00PM (PDT)

We have an opportunity to join the Alliance as the Member Services Call Center Manager, leading in the Member Services Department. 

WHAT YOU'LL BE RESPONSIBLE FOR

Reporting to the Member Services Director, this position: 

• Manages and leads the Member Services Call Center, acts as a subject matter expert, and provides guidance on Call Center functions and departmental operations
• Provides management oversight related to the delivery of customer service and ensures compliance with related regulations, contractual requirements and standards
• Manages, supervises, mentors and trains assigned staff

THE IDEAL CANDIDATE 

• Be a strong leader, with experience in program development and management
• Ability to use data to measure program needs and outcomes
• Lead with integrity; providing clear direction, feedback and expectations
• Be an effective and transparent communicator, promoting authentic, direct and timely communication within your own team and across the organization

WHAT YOU'LL NEED TO BE SUCCESSFUL

To read the full position description, and list of requirements click here

• Knowledge of:
• The principles and practices of customer service in a call center environment
• The principles and practices of supervision and training
• Call center technology systems, including automated call distribution, interactive voice response and call processing
• Call center metrics and their impact on member accessibility and employee satisfaction
• Managed health care and government programs, including Medi-Cal (or Medicaid) and Medicare
• Ability to:
  • Train, mentor, supervise, and evaluate the work of staff, promote an atmosphere of teamwork and cooperation, and motivate staff to achieve goals and objectives
  • Organize and prioritize the work of others, delegate effectively, and follow up on work assignments
  • Provide leadership, facilitate meetings, and guide employees in the resolution of issues
  • Act as a technical resource and explain complex laws, regulations, processes, and programs related to area of responsibility
  • Present strategic information, data and results in a clear and understandable manner utilizing methods appropriate to various forums
• Education and Experience:
  • Bachelor’s Degree in Business Administration, Public Administration, Social Sciences or a related field
  • A minimum of six years of progressively responsible experience in health services, human services or public assistance, which included a minimum of three years of experience performing supervision or management of call center functions (a Master’s degree may substitute for two years of the required experience); or an equivalent combination of education and experience may be qualifying.

OTHER INFORMATION

• We are in a hybrid work environment and we anticipate that the interview process will take place remotely via Microsoft Teams.
• While some staff may work full-time telecommuting schedules, attendance at quarterly company-wide events or department meetings will be expected.
• In-office or in-community presence may be required for some positions and is dependent on business need. Details about this can be reviewed during the interview process.

The full compensation range for this position is listed by location below. 

The actual compensation for this role will be determined by our compensation philosophy, analysis of the selected candidate's qualifications (direct or transferrable experience related to the position, education or training), as well as other factors (internal equity, market factors, and geographic location).