Call Center Manager

Job title: Call Center Manager

Your role in our mission

• Lead the daily operations of a high-volume customer contact center supporting California's Medi-Cal members and providers.
• Coach, develop, and support supervisors and frontline leaders to achieve service level, quality, productivity, and customer satisfaction goals.
• Monitor operational performance using key performance indicators (KPIs), workforce metrics, and quality results to identify opportunities for continuous improvement.
• Partner with cross-functional teams to implement process improvements, support business initiatives, and ensure compliance with client and regulatory requirements.
• Foster a culture of accountability, collaboration, and employee engagement while delivering an exceptional customer experience.

What we're looking for

• At least 5 years of leadership experience managing supervisors or customer service teams in a high-volume call center or customer contact center environment.
• Experience managing operational metrics, including service levels, quality, productivity, customer satisfaction, and workforce performance.
• Strong leadership, coaching, communication, and performance management skills.
• Proficiency with Microsoft Office and experience using workforce management, CRM, or contact center technologies.
• Healthcare, Medi-Cal, Medicaid, Medicare, or managed care experience is strongly preferred.

What you should expect in this role

• Must reside in the Greater Sacramento area.

• Primarily remote with the ability to report onsite at 820 Stillwater Road, West Sacramento, CA 95605, as business needs require.

• Standard business hours with flexibility to support operational needs.

• Collaborative leadership environment focused on continuous improvement and operational excellence.

• Opportunity to make a meaningful impact by leading teams that support California's Medi-Cal members.

• This posting is intended for pipelining.

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