Member Experience Call Center Leader

Amida Care Inc.; New York (NY); On-site; USD 8,319,000 - 10,398,000; Full time

Job summary

Amida Care Inc. in New York, NY is seeking a Call Center Manager to lead the Member Services Call Center operations, oversee staff, and drive performance. The role focuses on delivering empathetic, compliant member service while meeting service levels and productivity targets.

Strong leadership, analytics, and healthcare experience are essential. The ideal candidate will manage coaching, reporting, and collaboration with other departments to sustain a member-first culture and continuous

Qualifications

• Minimum three (3) years of call center management experience.
• Experience managing call center performance metrics (SL, ASA, Abandonment).
• Strong analytical and problem‑solving skills with data interpretation.
• Leadership and communication skills; ability to coach and hold staff accountable.
• Must maintain confidentiality of sensitive member information (HIPAA).
• Bilingual English/Spanish strongly preferred but not required.

Responsibilities

• Oversee daily operations of the Member Services Call Center.
• Achieve service and productivity goals; monitor KPIs.
• Provide guidance and coaching to Team Leads; ensure metric targets are met.
• Collaborate with Quality to review complaints and feedback; identify improvements.
• Follow up on identified performance concerns and implement corrective actions.
• Train staff on new deployments and processes; ensure consistency.
• Attend meetings and support department projects as needed.
• Review and revise member materials and notifications.

Skills

Staff supervision

Call center metrics

Leadership

Analytics

Communication

HIPAA confidentiality

MS Office

Bilingual English/Spanish

Healthcare experience

Education

High School Diploma or GED

Bachelors preferred

Tools

Microsoft Office

Job description

Amida Care Inc. in New York, NY is seeking a Call Center Manager to lead the Member Services Call Center operations, oversee staff, and drive performance. The role focuses on delivering empathetic, compliant member service while meeting service levels and productivity targets.

Strong leadership, analytics, and healthcare experience are essential. The ideal candidate will manage coaching, reporting, and collaboration with other departments to sustain a member-first culture and continuous