General Manager – Healthcare Customer Service Operations (Remote)
Work Model: Remote
Shift: Day Shift | Travel: Need based – less than 10%
Employment Type: Full-Time
Level: Director
About the role:
Our Cognizant leadership team working with Clients is currently seeking General manager to run/establish our Customer Service teams . The full-time position is work from home (remote). We are seeking highly motivated leaders with a Healthcare background who managed Member / Provider call centers previously with a team size of not less than 500 agents with a minimum of 20+ years of experience.
Key Responsibilities:
- Lead and oversee large-scale healthcare call center operations, including hiring, training, operations, quality, reporting, and workforce performance, Team Management and escalation management
- Drive SLA and KPI achievement through effective operational strategy, governance, and continuous improvement
- Serve as the primary escalation point, ensuring timely issue resolution and strong stakeholder communication
- Partner with senior leadership to execute strategic initiatives and implement operational changes
- Present performance metrics, insights, and improvement plans to internal and external stakeholders
- Lead and drive teams to identify and implement process improvements to enhance service delivery and customer experience
- Ensure robust knowledge management, SOP development, review updates with Training team
- Manage productivity, quality assurance, compliance, attrition, absenteeism, and workforce planning
- Lead budgeting, forecasting, variance analysis and financial performance management for the operations
- Develop talent through coaching, performance management, succession planning, and career development
- Foster a culture of engagement, accountability, and continuous improvement
- Drive compliance and ensure strict adherence to HIPAA and compliance regulations
- Participate in quality listening sessions and ensure feedback sessions happen to provide timely feedback to agents and improve overall quality performance of the teams
Required Skills and Qualifications:
- Bachelor’s degree or equivalent practical experience
- Extensive healthcare experience, specifically leading member and/or provider call center operations
- Proven experience managing large teams (500+ associates) in a customer service environment
- Strong understanding of SLAs, KPIs, and operational performance management
- Proficiency in Microsoft Word, PowerPoint and Excel
- Excellent leadership, communication, and stakeholder management skills
- Strong organizational, time management, and problem-solving abilities
- Ability to work effectively under pressure and manage multiple priorities
- Ability to work with multiple clients simultaneously and take ownership of end-to-end delivery
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
The annual salary for this position is between $180,000 - $200,000 depending on the experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
While our system allows application in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
Cognizant is a global community with more than 300,000 associates around the world.
We don’t just dream of a better way – we make it happen.
We look after our people, clients, company, communities and climate by doing what’s right.
We cultivate an innovative environment where you can build the career path that’s right for you.
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