Call Center Manager

A national member-benefits organization is seeking an experienced Manager, Member Intake to oversee the daily operations, performance, and professional development of a remote team of member intake representatives.

This is a hands-on contact center leadership position focused on real-time queue management, call quality assurance, employee coaching, and operational performance. The ideal candidate combines strong contact center expertise with a proactive, people-focused leadership style and the ability to drive measurable improvements in efficiency, service quality, and member satisfaction.

The successful candidate will be actively involved in day-to-day contact center operations, monitoring live performance, supporting escalations, developing team members, and ensuring a consistent, high-quality member experience.

• Oversee real-time contact center operations, including service levels, average speed of answer (ASA), call abandonment, staffing availability, and schedule adherence.
• Monitor agent activity, break schedules, after-call work, and log-in/log-out compliance through workforce management tools.
• Identify and resolve operational bottlenecks, callback backlogs, and service delivery issues.
• Escalate system, staffing, and workflow challenges with supporting performance data and recommendations.

• Conduct live and recorded call reviews to evaluate agent performance, call handling, verification procedures, and service quality.
• Coach team members on structured call‑flow methodologies, documentation accuracy, and member communication.
• Partner with Quality Assurance and Training teams to maintain consistent evaluation and scoring standards.
• Provide timely, actionable feedback to improve individual and team performance.

• Lead daily virtual team huddles, regular one‑on‑one meetings, and performance discussions.
• Establish individual development plans and support ongoing employee growth.
• Guide new hires through onboarding and structured 30/60/90‑day development.
• Recognize strong performance, identify high‑potential employees, and provide opportunities for professional growth.
• Address performance concerns and coordinate corrective action with Human Resources when necessary.
• Track and evaluate key metrics, including:
• Average Handle Time (AHT) and After‑Call Work (ACW)
• Schedule adherence and agent occupancy
• Quality Assurance (QA) scores
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Call volume, callback completion, and escalation rates
• Documentation and disposition accuracy
• Prepare weekly individual and team performance summaries.
• Identify recurring service challenges and recommend improvements to processes, training, and workflows.
• Serve as the primary escalation point for complex member inquiries and difficult customer interactions.

• 3+ years of experience in a contact center, customer service, or member services environment.
• 1+ year of experience as a contact center supervisor, team lead, or senior quality assurance professional.
• Hands‑on experience monitoring and managing real‑time contact center queues
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• Experience conducting live or recorded call monitoring, quality evaluations, and performance coaching.
• Demonstrated ability to track, interpret, and improve contact center KPIs.
• Working knowledge of contact center telephony, workforce management systems, CRM platforms, and quality monitoring tools.
• Experience delivering direct, constructive performance feedback and holding employees accountable to measurable expectations.
• Strong organizational, communication, analytical, and problem‑solving skills.
• Ability to manage competing priorities in a…