As an important member of our Medicare Advantage leadership team, you will provide tactical execution and leadership for our Member and Provider Contact Center. Your passion for excellence will help ensure the delivery of best-in-class service for all new and existing members who engage with the Contact Center. This will involve managing, coaching, and developing customer service representatives to ensure results, behaviors, and culture align with our high-performance standards. You will manage operating systems and processes to meet and exceed operational targets, while ensuring compliance throughout the performance cycle. This role will be responsible for supporting the day-to-day management of the Medicare Advantage department. You will:

• Coordinate schedules to efficiently manage phone call volume.

• Monitor and evaluate performance through daily remote and live monitoring (side by side) evaluations.

• Advance self-service processes related to our telephony tool.

• Develop workflows, desktop procedures, forms, training materials, and protocols.

• Ensure achievement of team objectives and key performance indicators

• Foster a people-first culture for both internal and external customers