Senior Contact Center Manager

To support the establishment of a new team, the full-time Senior Contact Center Manager will operationalize and lead a remote contact center focused on strategic member-facing healthcare services, ensuring service level performance, member experience, and operational quality from launch onward. Key responsibilities Develop and lead the new contact center operation, including staffing, workflows, and process improvements Oversee daily operations and performance of the team, ensuring customer issues are resolved effectively Serve as the operational point of contact with client leadership, presenting operational performance and engaging in strategic planning Required qualifications 7+ years of progressive call center or contact center management experience with accountability for SLA performance Experience building or transforming operations, including standing up new functions or leading major migrations Healthcare or regulated-environment member services experience required Executive client-facing experience with accountability for client relationships Bachelor's degree preferred or equivalent professional leadership experience considered