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Manages the activities of supervisory associates and their subordinate work group(s) and/or exempt individual contributors for assigned area of responsibility. Drives productivity and quality of outbound calls, inbound calls and documentation according to policies and procedures. Ensure proper workload distribution. Oversees all CAL call centers, improves efficiencies, and strategic functioning. Oversees the creation of policy and procedures to improve over all performance. Drives team performance and takes appropriate action to ensure department goals are met. Identifies challenges and improvements to the CAL and implements needed changes.
Manages all daily team activities and assigns tasks and responsibilities to appropriate team members. Drives and monitors performance, quality, and productivity of team and take appropriate action to ensure guidelines and goals of the department are met.
Partners with different functional areas to develop launch plans to CommUnity Based Services projects such as concierge line, new advocacy states, etc.
Identifies concerns and solutions to improve functioning of the CAL and implements solutions.
Presents results to management, including data-driven business recommendations and alternatives.
Manages and develops direct reports who include supervisory and/or exempt professional personnel including but not limited to hiring, mid-year and annual reviews, coaching, counseling, training and performance management