Manager, Call Center Operations (REMOTE)

Position Overview:

At Bloom, we are dedicated to revolutionizing the insurance industry through innovation and excellence. We are seeking an experienced and dedicated leader to support Senior Leadership in ensuring overall Call Center and campaign specific objectives are met, as well as striving for continual improvement through process and performance management. This is achieved by providing leadership and direction to Call Center Leaders, monitoring reporting for KPIs, working closely with the Account Services and Implementation teams, and liaising with clients. This position serves as an escalation point for both internal and external issues.

We are looking for an exceptional individual who can:

• Supervise and lead a team of sales agents to achieve sales targets and performance metrics.
• Develop and implement training programs to ensure sales agents are well-versed in Medicare products, compliance regulations, and sales techniques.
• Monitor sales metrics, call quality, and compliance adherence through regular performance evaluations and coaching sessions.
• Identify areas for process improvement and implement solutions to streamline sales operations and enhance efficiency.
• Ensure all sales activities comply with Medicare regulations, CMS guidelines, and company policies.
• Implement quality assurance measures to maintain high standards of customer service and sales excellence.
• Prepare and analyze sales reports, performance metrics, and KPIs to track progress and identify trends.
• Collaborate with other departments such as marketing, compliance, and IT to ensure alignment of sales strategies and initiatives.
• Champion a customer-centric approach to sales, ensuring a positive experience for Medicare beneficiaries throughout the sales process.
• Manage relationships with third-party vendors, including Call Center technology providers and outsourcing partners, to optimize resources and achieve business objectives.
• Oversee the budget for the sales operations, ensuring cost-effectiveness and ROI on sales initiatives and expenditures.
• Identify and mitigate risks associated with sales operations, compliance, and regulatory changes in the Medicare landscape.
• Assist the Client Services team with client requests for information/stats.
• Recommend improvement opportunities/help to gain Call Center efficiencies.
• Monitor and manage metrics, performance criteria, policies, and procedures to improve Call Center productivity continuously.
• Recruit, build and motivate assigned licensed sales teams by regular monitoring of agents, sales reports to identify opportunities to improve business performance, as well as, cross-functionally.
• Perform all other duties as assigned.

Qualifications:

• Bachelors' degree in operations, business, management, or related field
• 5+ years of experience in Call Center operations role or equivalent required
• Experience in client-facing role preferred
• Strong understanding of Medicare regulations, CMS guidelines, and compliance requirements.

Required Skills and Abilities

• Proven track record of successfully leading sales teams to achieve targets and KPIs.
• Excellent communication, leadership, and interpersonal skills.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Proficiency in CRM systems, Call Center technology, and Microsoft Office Suite.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Certification in Medicare Sales (e.g., AHIP certification) is a plus.
• Well organized with an emphasis on meeting deadlines, maintaining, and executing project plans and deliverables
• Proven people-management skills, developing people to achieve success
• Previous Program Management experience an advantage
• Good working knowledge Microsoft Office Products (Excel, Word, Outlook, PowerPoint)
• Critical thinking and problem-solving skills

What We Offer

Bloom operates with a people-first culture, which means listening to our employees to provide the benefits that mean the most to them. Our competitive compensation, comprehensive health coverage, long-term growth opportunities, and remote work environment are among the reasons that many of our employees have been with us since the beginning of our business. BeBloom™, our proprietary employee training and engagement program, helps you learn our business model and immerse yourself in everything our culture has to offer from day 1. From virtual live events to mentorship and leadership programs and employee-led councils, there are countless opportunities to get involved, build connections, and share your voice – because at Bloom, the real you belongs here.

Core Values:

• Put People First: Uphold and promote a people-first culture within the organization, emphasizing empathy, kindness, and a commitment to making a positive difference.

• Be Stronger Together: Embrace a team player mentality, leveraging the strengths of yourself and others to collaborate as one team.

• Do What's Right: Adhere to high ethical standards, acting with integrity to do what's right for partners, customers, and colleagues.

• Embrace a Growth Mindset: Embrace a culture of continuous learning, education, and professional development.

• Drive Solutions: Demonstrate ingenuity and skill by sharing ideas and solutions that drive our mission forward.

About Bloom

Bloom is a third-party insurance services provider that partners with Medicare health plans to enable high-quality Medicare enrollment and drive earlier health plan activation. Founded in 2007, Bloom has partnered with national and regional payers to implement solutions for every step of the member journey, from telesales and quote & enroll to health activation outreach. Supported by its Ascend technology platform, Bloom produces closer connections and better outcomes for Medicare beneficiaries and health plan stakeholders to deliver High Value Enrollment.