Senior Analyst responsible for providing data - driven insights to enhance call center performance at MFSG Technologies. Collaborating with teams for continuous operational improvement.
About the role
- Healthcare Contact Center Manager overseeing daily operations and implementing systems at Gainwell. Leading a team in a healthcare environment focused on metrics and customer service.
Responsibilities
- Oversee daily operations and play a critical role in implementing new systems, tools, and customer service initiatives.
- Monitor key performance metrics such as AHT, FCR, and SLAs to drive continuous improvement.
- Partner with Workforce Management to build effective staffing strategies.
- Coach, mentor, and develop team leads to ensure peak performance and engagement.
- Manage implementation timelines, risk assessments, training plans, and post-launch reviews.
Requirements
- Five (5) or more years of leadership experience in a healthcare (Medicaid/Medicare) contact center environment required.
- Two (2) or more years of experience leading or supporting large-scale implementations (e.g., systems, site launches, or process changes) required.
- Strong understanding of contact center technologies such as CRM platforms, telephony systems, WFM, and QA tools required.
Benefits
- Health (medical, dental, vision) benefits start on day 1 of employment.
- Company match 401K and other benefits available within months of starting.
- New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment.
- Company provided computer for work use.
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