• The salary range for this position is $190,000 - $200,000 / yr
• This is a Full-time position
• Health Insurance Plans
• Flexible Spending Account Programs
• Management or Union Benefits
• Leave Benefits
• Special Leave of Absence Coverage (SLOAC)
• Retirement Savings Plans
• Additional Savings Plan
• Transit Benefit
• Direct Deposits
• Municipal Credit Union (MCU)

• Must have a Bachelor’s Degree
• Must have experience leading large-scale call centers with a fast-paced and high call volume.
• Must have a management experience with direct responsibility/accountability for the work of others, preferably with a team of 150+ FTEs. Ability to train and mentor management-level professionals and grow the overall skills of the department.
• Must have effective problem-solving skills: the ability to identify efficiency and process improvements proactively.
• Must have experience establishing and maintaining a metrics-driven call center environment leveraging technology; implement proper dashboards, KPIs, CRM best practices, etc.
• Must be a relationship-builder with excellent oral and written communication skills, and able to work with a variety of personality types and skill levels.
• Must have a project management mindset with the ability to prioritize and manage multiple responsibilities simultaneously.
• Must have professional and clear oral and written communication skills. Ability to manage up and down the organization.
• Must have extensive knowledge of online call center phone and tracking systems.
• Must have strong interpersonal, written, and oral communication skills, including presentation skills.
• Must have the desire for personal/professional growth and development.

• Manage and direct all aspects of call center operations in a manner that builds a strong workplace culture that maximizes both staff and customer satisfaction while meeting budgetary goals.
• Review existing call center policies and procedures and changes to ensure alignment with customer requirements and best-in-class standards.
• Establish and maintain performance metrics to include call efficiency, low abandonment rate, staffing utilization, acceptable turnover, financial performance, and reporting.
• Identify and implement the best tracking tools and methodologies to capture metrics. Oversee the identification, selection, and implementation of a new CRM.
• Develop and distribute dashboard reports including scorecards, metrics, data, and analytical reporting.
• Oversee the hiring, training, and supervision of call center employees.
• Monitors, develops, recommends, and/or implements workforce management changes necessary to meet service standards, timeliness, and service level requirements.
• Oversee the delivery of all customer-required training programs, recommend, and implement supplemental training programs, monitor calls for quality assurance, recruit and hire new personnel, and handle escalated concerns.
• Works with cross-functional stakeholders to affirm that day-to-day operational activities are aligned with the overall goals of the Health Plan.
• Represents the company at State and Federal audits for the customer service function.
• Take ownership of complaints and grievances and collaborate with other functional areas to identify trends and process solutions.
• Assist in developing and implementing future call center vision and strategy. Act as an expert, staying up to date on best-class customer experience thought leadership.
• Represent the Plan in relevant professional associations, promoting Plan’s interests.
• Actively collaborate with the sales and retention department, supporting member acquisition and retention

We are committed to our core values: integrity, honesty, and transparency Finding a new position as a physician or allied health professional or filling a critical vacancy in your practice, clinic, hospital, or skilled care facility can be stressful and time-consuming. At Greenlife our mission is to make this process easier for you and help you through all the steps necessary to find that perfect new position or the healthcare professional to round out your team. We understand that every situation is different and our approach reflects that: we value personalized interaction with job seekers and employers, our searches are customized not cookie-cutter and our results speak for themselves: Happy job seekers and employers who found the right professional match through our services.