The Call Center Manager is responsible for the performance and behaviors of the member experience team and for managing inbound and outbound communication via the Parsley Health Call Center. This position supports the company and department goals by supporting members within required SLAs while providing a world-class member experience. The Call Center Manager will be responsible and accountable for driving process improvements, providing feedback, performance/productivity management, reporting, and training.

What you’ll do:

  • Proactively monitor daily/weekly operational statistics and report trends/variances to inform the business of potential trends, issues, and opportunities for multiple departments within the call center. This includes Sales, Service, and Care coordinators, Prior authorization, Waitlist management, and calls from labs and pharmacies, as well as third-party call center management and vendor management.
  • Analyze call center data, prepare reports and give presentations to upper management.
  • Hire, onboard, and train Call Center employees.
  • Lead team meetings and coach teams through challenging customer service issues.
  • Ensure the team adheres to company standards when handling member complaints.
  • Handle escalations and overcome objections, focusing on member retention by answering member emails, SMS, and calls at least 10 hours weekly.
  • Develop monthly, quarterly, and annual call center goals and action plans that can be executed on an agent level.
  • Prepare and manage weekly team work schedules to ensure sufficient coverage based on forecasted contact volume and handle times.
  • Manage live call answer rate, escalations, call abandonment rate, labor efficiency, average speed of answer, average time to resolve, and first contact resolution.
  • Drive business results through mentoring, managing, and coaching team members to consistently achieve operational goals through reporting analysis, observations, and monitoring.
  • Develop and execute initiatives that maximize member retention, satisfaction, and loyalty to achieve department and company goals.
  • Build and roll out call center workflows, proactively analyze and interpret data, and compile and monitor operational statistics and reports.
  • Work collaboratively with other departments and teams to ensure continuity of communication with employees and members regarding program components, pricing, and company policies.
  • Share new ideas and out-of-the-box thinking to improve member experience related to company KPIs.
  • Use motivational strategies to drive metrics by recognizing strong performance.
  • Lead by example, displaying a willingness to assist with any task, encouraging a cooperative environment, and providing leadership to employees who express challenges and concerns.
  • Monitor the quality of work during and after a call—the ability to effectively model a great call and coach employees.
  • Manage Slack Channels to support Call Center staff with questions.
  • Assist with all other duties as assigned.

Measures of success:

  • Develop and sustain SLAs
  • Improve member retention and reduce churn as defined by business metrics.

What you’ll need:

  • 2+  years of experience managing a team. Remote management is a plus.
  • 2+ years of experience in a call center environment
    • Experience using CRM and telephony CcaaS, preferably experience with Regal.ai, is a plus!
  • Excellent sales and member support skills
  • Advanced troubleshooting and problem-solving skills
  • Highly motivated with a positive attitude that can influence/motivate remote teams
  • Strong analytical skills
  • Must be proficient in multiple computer-based programs and can navigate several programs at one time, including but not limited to Google Suite, HelpScout, Acuity, Avality, MDHQ, Regal Voice, Slack, Looker, Calendly, and Stripe
  • Possess the ability to use and access these systems while speaking with members.
  • Ability to effectively communicate information and ideas in written and verbal format
  • Must be able to manage and motivate others as well as work independently
  • Excellent organizational and time management skills
  • Strong relationship-building skills
  • Ability to think strategically and operationally and make sound business decisions
  • Ability to multitask and work in a fast-paced team environment

Benefits and Compensation:

  • Equity Stake
  • 401(k) + Employer Matching program
  • Remote-first with the option to work from one of our centers in NYC or LA
  • Complimentary Parsley Health Complete Care membership
  • Subsidized Medical, Dental, and Vision insurance plan options
  • Generous 4+ weeks of paid time off
  • Annual professional development stipend
  • Annual wellness stipend

Parsley Health is committed to providing an equitable, fair and transparent compensation program for all employees.

The starting salary for this role is between $85,000 – $100,000, depending on skills and experience. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location.

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