Call Center Program Manager

GoHealth Intro:

GoHealth is a leading health insurance marketplace and Medicare-focused digital health company. Through the efficient, multi-tiered guidance of our highly specialized licensed insurance agents, GoHealth meets Medicare consumers where they are in their enrollment journeys and empowers them to choose the plan and carrier best suited for their healthcare needs. Our extensive industry expertise, including the use of data science and machine learning with key investments in proprietary technology, helps consumers cut through the confusion and enroll confidently.

Why Apply:

As an industry leader in the Medicare marketplace, we are compelled to not only embrace change but to actively be the change to adapt to our consumers complex needs. We believe in hiring risk-takers, innovators, and collaborators within our industry to create individualized, simplified healthcare solutions for our beneficiaries.

Our #TeamGoHealth employees are at the core of our collective success; that's why we are committed to discovering the best in-class talent and ensuring that each team member receives the development tools and support they need to flourish in their professional endeavors.

We also understand that you may not check every box in our requirements list -- most applicants don’t! In fact, frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply today!

About the role: 

A Call Center Program Manager is responsible for the operations, management and performance of our onshore agent workforce and our Team Managers. Successful applicants will have extensive experience successfully leading diverse teams while using data to identify and act on performance trends. This position would report to the Director, Marketing Operations.

What you’ll do:

• Plan, assign, and direct the work of Team Managers and onshore agents, conducting regular performance appraisals and matching talent to channels and marketing sources.
• Collaborate with Learning & Development to build out career pathing and up trainings for Team Managers.
• Manage Team Managers to execute on training modules, continuing education sessions, specialized trainings, call audits, coachings, and KPI measurement to improve inquiry response across assigned marketing sources and agent sites.
• Develop and refine agent incentive structure to align with business objectives.
• Continuously drive improvement in marketing source performance trends including disposition breakdowns, daily and hourly volume distribution, trends by specialization/location.
• Ideate and execute on strategies to increase transfer success rates with emphasis on consumer experience, data collection, and enrollment growth.
• Seek and implement ways to reduce cost and friction within the inquiry journey.
• Create and execute learning strategies and programs based on both the individual and organizational developmental needs.

What we’re looking for:

• Bachelor's Degree or equivalent experience required.
• 4+ years’ experience managing diverse teams and driving performance improvement.
• Excellent problem solving and communication skills.
• Outstanding training focus, Medicare knowledge, and sales skills.
• Confident with a keen eye for business.
• Ability to set, satisfy, and exceed targets.
• Enthusiasm to continue learning, challenging the status quo, and enhancing existing strategies and operations.
• Organized approach combined with an ability to apply insights to ambiguous problems.
• Strong project management and organizational skills.

Benefits & Perks:

• Open vacation policy because work life balance is important
• 401k program with company match
• Employee Stock Purchase Program
• Medical, dental, vision, and life insurance benefits
• Paid maternity and paternity leave
• Professional growth opportunities
• Generous employee referral bonuses
• Employee Resource Groups
• Work from Home Stipend
• GoHealth is an Equal Opportunity Employer