Call Center Manager

Call Center Manager

Location: Jefferson City, MO

About Us:

Known for “Delighting the Client” through performance, innovation, and an employee-centric culture, S2Tech is a fast-growing IT consulting company serving clients in over a quarter of the United States. We are widely recognized as a leading provider of both technical and business services in support of Health and Human Services-related projects.  

Why S2Tech?:

• Stable, privately-owned company with a strong reputation for building long-term client relationships through the delivery of consistent value-based service
• 25+ years providing IT and Business services to private customers and government programs throughout the United States
• Expansive client portfolio and active projects – employees benefit from innovative project exposure and in-house skill development training/courses  
• Corporate culture that emphasizes the importance of family and promotes a healthy work-life balance
• Offer competitive pay and a range of benefits, including:
• Medical / Dental / Vision Insurance – insurance premium assistance provided
• Additional Insurance (Life, Disability, etc.)
• Paid Time Off
• 401(k) Retirement Savings Plan & Health Savings Account
• Various training courses to promote continuous learning
• Corporate Wellness Program
• Be part of a company that gives back through its non-profit organization, Fortune Fund, which was launched in 2001. The goal of the Fortune Fund is to close the rural/urban divide by ensuring children in rural communities in India and the United States understand the importance of education & are aware of professional career opportunities, allowing them to link their professional & educational goals

Job Overview:

We are seeking an experienced Call Center Manager to lead and oversee all provider and participant call center operations supporting the Missouri MO HealthNet Prior Authorization (PA) solution. This is a key personnel role responsible for ensuring high-quality, responsive, and compliant customer service delivery across a large-scale Medicaid environment. The Call Center Manager will be on-site in Missouri and will lead the establishment, staffing, training, and ongoing management of a high-volume call center operation, ensuring performance against defined service levels and delivering an exceptional customer experience for providers and participants.

Responsibilities:

Call Center Operations Leadership

• Establish and manage a fully operational call center supporting provider and participant inquiries related to prior authorization
• Ensure the call center is appropriately staffed, trained, and equipped to meet all service requirements and performance standards
• Oversee day-to-day operations, including workforce management, scheduling, and escalation handling

Staff Management & Development

• Lead, supervise, and develop call center staff, ensuring high performance and accountability
• Ensure all staff are trained on Medicaid policies, program benefits, administrative procedures, and system functionality
• Develop and maintain a comprehensive training program for onboarding and continuous improvement
• Foster a customer service-driven culture focused on responsiveness, accuracy, and professionalism

Performance Management & Reporting

• Monitor and manage call center performance using key metrics, including:
• Call abandon rate
• Average speed of answer
• Call duration
• Resolution rate
• Agent utilization
• Peak hour performance
• Provide regular reporting to the State on performance metrics and trends
• Identify performance gaps and implement process improvements to enhance service delivery

Customer Experience & Issue Resolution

• Ensure timely and accurate resolution of provider and participant inquiries
• Serve as an escalation point for complex or high-priority issues
• Maintain strong alignment with State expectations for customer service excellence

Technology & Systems Integration

• Oversee the integration and operation of Interactive Voice Response (IVR) and other call center technologies
• Ensure staff are proficient in using the Prior Authorization system and supporting tools
• Collaborate with technical teams to address system-related issues impacting call center operations

Compliance & Quality Assurance

• Ensure all call center operations comply with:
• Medicaid program requirements
• State and federal regulations
• Contractual service level agreements (SLAs)
• Partner with Quality and Operations leadership to support quality assurance and continuous improvement initiatives

Stakeholder Coordination

• Collaborate with State stakeholders, PMO, and operational teams to:
• Align on priorities
• Address issues
• Improve service delivery
• Act as a key point of contact for all call center-related activities

Required Qualifications:

• Minimum 10 years of experience managing or directing call center/customer service operations
• Proven experience managing high-volume call center environments
• Strong knowledge of:
• Customer service best practices
• Workforce management
• Call center performance metrics and reporting
• Demonstrated leadership experience managing large teams
• Excellent communication and interpersonal skills (written and verbal)
• Experience managing training programs and staff development initiatives

Preferred Qualifications:

• Experience supporting Medicaid, healthcare, or public sector programs
• Knowledge of Medicaid policies, benefits, and prior authorization processes
• Experience with IVR systems and call center technologies
• Experience in large-scale IT-enabled service environments

S2Tech is committed to hiring and retaining a diverse workforce. We are an equal opportunity employer making decisions without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.