Manager, TRICARE Contact Cntr

**Profile** ----------- We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI \& WY only). Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position. **\***Remove verbiage about DOD contract if not T5 position**\*** Veterans, Reservists, Guardsmen and military family members are encouraged to apply!” **Job Summary** This position manages daily Contact Center operations and staff with a focus on delivering exemplary customer service in a call center environment. Contact Center staff respond to phone, chat, and email inquiries regarding all aspects of TriWest’s contracted services with Department of Defense TRICARE beneficiaries, including information and assistance with program enrollment and eligibility, authorizations, provider appointments, and claims. The manager leads and supports Contact Center staff in providing professional, accurate, and timely customer service to internal customer’s beneficiaries, and network providers. This position also manages staff issues, quality concerns, performance metrics, adherence to policies and procedures, on\-line systems, and cross\-functional communication with the goal of achieving Contact Center annual goals and objectives. **Education \& Experience** **Required:** • High School diploma or G.E.D. • U.S. Citizenship • Must be able to receive favorable Interim and adjudicated final Department of Defense (DoD) background investigation • 5\+ years’ experience in a call center environment • 3\+ years supervisory, management, or equivalent leadership role **Preferred:** • Bachelor's degree or equivalent background • Military/Veteran health care • TRICARE experience **Key Responsibilities** • Manages daily Contact Center operations and staff to achieve desired operational outcomes • Manages Human Resources\-related activities for the Contact Center, including interviewing to support recruiting, coaching, training, and developing supervisors and Contact Center staff • Partner with Contact Center management teams to include the Training department on driving training priorities, the competency of subordinates, and measures training outcomes while partnering to modify training as needed to improve performance • Work with Workforce Management Team to optimize staff resources to ensure timely service of TRICARE beneficiaries, providers, and internal customers • Alerts management and consults with Human Capital on performance and behavior issues. Assists employees in creating development plans and helping employees identify talents that expand TriWest’s internal talent pool while enhancing employee engagement • Leads supervisors and team leads on key initiatives. Monitors Contact Center performance outcomes, identifies opportunities for process improvement, and resolves issues negatively impacting performance