Homeward is hiring a
Command Center Lead

Summary

Join us in tackling healthcare for rural America! We seek a detail-oriented Command Center Lead to oversee daily operations of our Member Services team.

Requirements

• 5+ years of experience overseeing the daily operations of a call center
• Experience with Genesys Telephony system is required, including hands-on use for managing customer interactions, call routing, and reporting functions
• Experience in operations, demonstrating the ability to streamline processes for efficiency
• Excellent communication and interpersonal skills
• Strong leadership and decision-making capabilities
• Ability to work under pressure in a fast-paced environment
• Proficient in data analysis and performance metrics evaluation
• Commitment to providing empathetic and effective member and team member support

Responsibilities

• Oversee daily operations of the call center, ensuring high-quality member engagement and outreach production
• Monitor team performance and provide coaching feedback
• Develop strategies to improve call center processes to increase member engagement
• Collaborate with member engagement leadership and market care teams to align command with market/health plan engagement goals
• Utilize operations expertise to manage resource allocation and optimize workflow

Benefits

• Competitive salary
• Equity grant
• Generous paid time off
• Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
• Company-sponsored 401k plan
• Flexible working arrangement