Call Center Manager

Amida Care, the largest Medicaid HIV Special Needs Plan in NY, delivers a uniquely effective care model that has become a true benchmark for innovation, engagement and member health outcomes. Our mission is to provide access to comprehensive care and coordinated services that facilitate positive health outcomes and general well-being for our members. This true integrative care model addresses psychosocial, housing, behavioral and medical services directly evolving around the needs of each member. We are a community of individuals from diverse peoples who work together to actively foster a fair, equitable, inclusive environment where all employees receive an invitation to belong.

Visit http://www.amidacareny.org for more information about the Amida Care culture. We are actively seeking a highly motivated, innovative and experienced individual to join our team as the Call Center Manager. Compensation will be commensurate with experience.

Position Summary

The Call Center Manager oversees the daily operations and performance of the Member Services Call Center, including Member Services Representatives, Escalation Representatives, and Team Leads. The Call Center Manager is responsible for achieving service and productivity goals, analyzing performance data, improving processes, and developing staff. This role promotes a member-first culture focused on empathy, accountability, quality, and effective resolution of member needs.

Responsibilities

Management of day-to-day activities of the call center operation to ensure achievement of desired service level and to ensure goals are met. (Abandonment Rate, Average Speed of Answer, Service Level, Short Calls and Call Audits). Creates, analyzes and reports weekly, monthly and quarterly call center operations data and works with Director of Member Experience to implement change. Provides guidance and instruction to the Team Lead to ensure consistent coaching and monitoring of Call Center staff is conducted, and achievement of key performance metrics are met.

Partners with Member Services Quality to review member complaints, escalations, survey feedback, quality results, failed interactions, and call trends to identify performance concerns, training needs, and opportunities to improve the member experience. Owns the timely follow-up and resolution of identified performance concerns, including coaching, retraining, documentation, corrective action, and ongoing monitoring to ensure expectations are met and improvement is sustained. Holds Call Center staff accountable for the quality, professionalism, accuracy, ownership, and resolution of member interactions, ensuring a consistent member-first approach across the Call Center.

Proactively uses Call Center data, member feedback, quality findings, and operational trends to identify opportunities and recommend and implement solutions that improve the member experience, staff performance, and Call Center operations. Drives continuous improvement in all databases and…

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