Mosaic helps patients managing chronic conditions feel better about the medications they take every day.
Manager, Call Center Operations
Location
Virginia
Posted
2 days ago
Salary
$90K - $100K / year
Seniority
Senior
Job Description
Manager, Call Center Operations
Mosaic Pharmacy Service
• Oversee inbound and outbound call center operations across phone, digital, and chat channels. • Lead, coach, and develop Team Leads, setting clear performance expectations aligned to KPIs and enrollment goals. • Monitor call center performance against quality, productivity, and patient-experience metrics, and implement improvement plans where needed. • Manage staffing, queues, and coverage planning to ensure consistent, compliant service levels. • Serve as the escalation point for complex patient or staff issues. • Partner with Quality, Training, Enrollment, and Pharmacy Operations to deliver an integrated patient experience. • Support hiring, onboarding, and ongoing training activities for the team. • Drive continuous improvement initiatives across workflows, tools, and processes. • Prepare and present performance reports to leadership.
Job Requirements
- 3 or more years of progressive call center leadership experience, including leading Team Leads or supervisors.
- Strong understanding of call center KPIs, workforce management, and operational metrics.
- Excellent communication and leadership skills, with proven ability to develop and motivate frontline supervisors.
- Demonstrated ability to operate independently, addressing situations head on with sound judgment and discernment about when to escalate or ask for help.
- Dedicated, distraction free home working environment.
- Ability to support occasional evening and weekend coverage as business needs require.
- May on occasion need to travel to Sterling, Virginia for team members and leadership presence.
- Must be authorized to work in the U.S. without company-sponsored visa sponsorship.
Benefits
- Medical, dental, and vision coverage with prescription benefits, with RxAnte paying 100% of the employee-only premium
- A Health Savings Account with company contributions
- A 401(k) retirement plan with an employer match
- Company-paid life, long-term disability, and accidental death and dismemberment insurance, with voluntary short-term disability available
- An Employee Assistance Program and a benefits Customer Advocate service
- Paid time off and paid company holidays
- Company-provided laptop and phone to support remote work
- Support for professional development and training
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