Manager, Call Center Operations - (Huntington Beach, CA)

Description: Position Purpose\: Manage the day to day operations of the call center. Investigate and resolve complex issues and meet clients access, turnaround time and benchmark standards. Manage the workflow of the call center and ensure compliance with established benchmarks and standards Implement call center and interdepartmental initiatives to enhance operational efficiency and delivery of quality call center performance Formulate and develop strategies and render assistance in the implementation of all major operational projects Review, investigate and resolve complex inquiries regarding member and provider services issues for internal and external customers Develop and implement policies and procedures to ensure compliance with all contractual qualifications, laws and regulations and quality standards Identify process and infrastructure needs to support existing and new business initiatives