Senior Manager (Healthcare Call Center Operations) - United States - 43922


Job #: 43922
Title: Senior Manager (Healthcare Call Center Operations)
Job Location: , - United States
Employment Type:
Salary: $115,000.00 - $130,000.00 - US Dollars - Yearly
Employer Will Recruit From: Nationwide
Relocation Paid?: NO




Senior Manager (Healthcare Call Center Operations)

Location:         Remote – United States

Wage:              $115,000 - $130,000 / year + full benefits package

Direct Hire

Sedona is partnering with a national hiring company seeking to add a Senior Manager to their Customer Care team.  The best fit candidate will manage team a team of up to ten front-line professionals that provide customer service and solutions to customers via online, telephone, email and chat. This opportunity provides the opportunity to train and partner with clients on improved utilization of the products supported by the hiring company. If you enjoy diving into data, finding solutions, and have the ability to use your communication skills to raise awareness of customers’ needs/challenges and drive addressing those needs through a matrix partnership -  This may be a great fit for your next career opportunity.

The best fit candidate will possess excellent previous employment longevity and previous healthcare industry experience. 8-10 years of management experience along with strong conflict management and customer service skills.

What you get to do (in a snap shot):

  • Plans and implement call center strategies and operations; improving systems and processes; managing staff for offshore staff 
  • Develop and maintain effective organization of responsibility, including efficient, recruiting, training, coaching, recognition, workflow patterns, and performance standards 
  • Manager daily workflow for both inbound/outbound workflow, ensure that both customer/company SLA’s are met daily/monthly 
  • Conduct client weekly, monthly and quarterly performance reviews 
  • Manage client escalations relating to the operational teams performance 
  • Manages both onshore and offshore team, ensure workload is being worked effectively among associates 
  • Work with Senior Management in development of short and long-term business and strategic plans and organizational structure 
  • Manage client relationships by utilizing NPS to drive overall business results 



What we need from you:

  • Master’s Degree (preferred), BS Degree or equivalent experience (required)
  • 7+  years’ customer support or customer-facing experience
  • BPO/Call center operations and management of a team experience (preferred)
  • Experience in the healthcare industry
  • Exceptional communication both written and verbal
  • Highly proficient in MS Office, specifically Excel
  • Experience working with a CRM (Salesforce), Onbase, HIPAA laws and regulations


Sponsorship is not provided by employer for this opportunity.


University - Bachelor's Degree/3-4 Year Degree


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