Find & Apply For Call Center Manager Jobs in Salem, Massachusetts

Job Listing ID:

4579985

Job Title:

Manager, IFG Agnostic Call Center

Application Deadline:

Open Until Filled

Job Location:

Salem

Date Posted:

09/30/2026

Hours Worked Per Week:

Not Provided

Shift:

Not Provided

Duration of Job:

Either Full or Part Time, more than 6 months

SR You may contact this employer directly.

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Job Summary Become a part of our caring community The Manager, IFG Agnostic Call Center conducts selling activities related to inbound calls inquiring about individual health plan products. The Manager, IFG Agnostic Call Center works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals. Key Responsibilities Call Center Operations Manage day-to-day operations of the Medicare call center, including inbound, outbound, enrollment, eligibility, claims, and benefits inquiries Ensure adherence to service level agreements (SLAs), KPIs, and productivity targets Monitor call volumes, staffing levels, schedules, and escalation processes Implement process improvements to increase efficiency and quality Medicare & Regulatory Compliance Ensure full compliance with CMS guidelines, Medicare regulations, HIPAA, and company policies Support CMS audits, internal audits, and compliance reviews Maintain documentation and workflows aligned to Medicare Advantage and Part D requirements Partner with Compliance and Legal teams to address regulatory updates Leadership & Staff Development Lead, coach, and mentor supervisors, team leads, and call center agents Conduct performance reviews, goal setting, and corrective action when needed Identify training needs and collaborate with Training teams to enhance Medicare knowledge and customer service skills Foster a culture of accountability, engagement, and continuous improvement Quality & Member Experience Monitor quality assurance results and drive action plans for improvement Address member complaints, grievances, and escalations promptly and professionally Focus on improving

CAHPS, STAR

Ratings, and overall member satisfaction Ensure consistent delivery of accurate, empathetic, and compliant member interactions Reporting & Performance Management Analyze call center metrics including AHT, FCR, CSAT, adherence, and utilization Prepare and present performance reports to senior leadership Use data to identify trends, risks, and opportunities for operational improvement Cross-Functional Collaboration Partner with Enrollment, Claims, Care Management, IT, and Provider Services Support open enrollment and other peak periods with staffing and workflow planning Participate in system enhancements, implementations, and process redesigns Use your skills to make an impact Required Qualifications Active Health Insurance License 2+ years of call center leadership experience in healthcare 2+ years of Medicare (Medicare Advantage, Part D, or CMS-regulated environment) experience Strong knowledge of CMS regulations, HIPAA, and Medicare compliance standards Proven experience managing KPIs, quality programs, and high-volume operations May require extended hours during Open Enrollment Period (OEP/AEP) Position will require quarterly travel Preferred Qualifications Experience supporting STAR Ratings, CAHPS, or HEDIS initiatives Bachelor's degree or equivalent experience Managed care or health plan call center background Call center workforce management expe... First-Line Supervisors of Office and Administrative Support Workers

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Compensation

Not Provided

Job Requirements

Experience Required:

See Job Summary

Education Required:

None

Minimum Age:

N/A