Call Center Team 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: 

The Call Center Manager will lead a team of diverse agents to deliver an exceptional experience as the ‘greeter’ to the GoHealth customer. Each manager will be expected to operationalize data and provide superior people leadership to meet production goals. The ideal candidate is an excellent communicator, goal-oriented, and has a proven history of coaching and developing teams.

What you’ll do:

• Lead a team of 8-12 call center representatives.
• Plan, assign, and direct the work of call center representatives, conducting regular performance appraisals and matching talent to Marketing sources.
• Drive desired agent behavior such as proper and effective screening/sales techniques, helping to incentivize increased production per agent, drive compliance, ensure accurate administrative activities, and promote general behavior which aligns with GoHealth’s culture.
• Leverage available reporting data to create and drive continuous KPI improvement, inform specialized training, and conduct focused call audits and targeted coaching.
• Understand GoHealth’s product offerings, including Major Medical, Medicare Advantage, Medicare Supplement, Prescription Drug Plans, and other ancillary health products.
• Understand GoHealth’s compliance and regulatory needs to drive compliant team member behavior.

What we’re looking for:

• High School Diploma required; Bachelor’s Degree preferred.
• 3-5 years’ experience managing diverse teams and driving performance improvement.
• Excellent problem-solving and communication skills.
• Outstanding training focus 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