Job Location:
Remote Position (Hybrid if Local to Bakersfield or Dallas/Fort Worth, TX)

Are you EPIC?
Do you have the ability to demonstrate, understand and apply HFD’s core purpose and
values in all that you do? At HFD, our mission is to make healthcare more affordable by giving everyone a better way to pay. In order to accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values:

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!

The EPIC Call Center Operations Manager - Midwest we are looking for:
The Call Center Operations Manager supports the Director of Call Center Operations to oversee daily performance, drive continuous improvement and ensure service, quality and compliance standards are consistently met. This role leads Team Leads and Customer Support Representatives, manages vendor relationships, and ensures operational efficiency across the department. 

The ideal candidate is analytical, accountable, and hands on. They balance people leadership with performance management and process optimization.  

As a Call Center Operations Manager - Midwest, you will: 

• Oversee daily call center operations to achieve service levels, productivity targets and quality standards. 
• Lead, coach and develop Team Leads and Customer Support Representatives. 
• Conduct regular performance reviews and structured call evaluations. 
• Establish clear performance expectations and drive accountability using KPIs and weekly one on ones. 
• Manage BPO partner relationships and ensure alignment with HFD performance and compliance expectations. 
• Partner with Legal and cross functional leaders to resolve escalations and maintain regulatory compliance. 
• Maintain strong partnerships across Operations and participate in cross departmental meetings. 
• Ensure adherence to Service Level Agreements, company policies and standardized procedures. 
• Support quality programs, incentive initiatives and continuous process improvements. 
• Implement new operational processes that enhance efficiency and scalability. 
• Prepare daily team communications and weekly performance reports for leadership. 
• Ensure accuracy of timekeeping and department administrative documentation. 
• Handle escalated calls and high complexity scenarios as needed. 
• Stay current on call center industry best practices and emerging trends. 
• Perform additional duties that support departmental and company objectives. 

•  Minimum 5 years of call center operations experience with at least 2 years managing Team Leads and frontline agents. 
• Experience managing or partnering with BPO vendors while ensuring performance and compliance accountability. 
• Strong understanding of call center KPIs, workforce management, quality programs and performance improvement strategies. 
• Experience resolving escalated customer situations with cross functional collaboration including Legal. 
• Demonstrated skill in analyzing data, identifying trends and implementing process improvements. 
• Excellent communication, coaching and leadership skills with a track record of developing high performing teams. 
• Strong organizational and time management abilities with experience prioritizing in fast paced environments. 
• Proficiency in Microsoft Excel at a beginner or intermediate level and ability to learn new systems. 
• High attention to detail with accurate reporting and documentation. 
• Ability to work independently with accountability for team results. 
• Availability to support operational needs across multiple time zones including Central and Eastern. 

Benefits: 

• Medical, Dental, Vision Insurance 
• 401k with 4% company match. 
• Time off: Unlimited PTO , 6 days of paid sick time, plus 6 paid holidays and 1 floating holiday (from the HFD approved list).
• EPIC company culture