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Manager, Contact Center

Medical Answering Services
Roseland, NJ
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Manager, Contact Center

Job Description


Position: Manager, Contact Center

Reports to: Vice President, Contact Center

Location: New York State 


Job Summary:

Medical Answering Service (MAS) connects Medicaid enrollees to health care through non-emergency transportation because we believe healthier communities exist when its members have seamless access to healthcare. We do this with a diverse and compassionate team that reflects and understands the communities we serve. If you are looking for meaning and purpose in your work MAS will be the right place for you. MAS is an organization with approximately 400 employees working for the NY State Department of Health.

The mission of MAS’s Contact Center is to provide all stakeholders with an accurate, professional, and productive interaction each time they connect with us.  

The Manager, Contact Center assumes responsibility and takes initiative for managing contact center operations, including call taking oversight and processing, monitoring real-time productivity compliance with MAS contractual performance standards, overall customer service, and the ongoing implementation of procedures designed to improve the Contact Center both at the individual MTA and departmental level.

Job Functions (including but are not limited to):


Achieving MAS Compliance Metrics:

  • Queue monitoring with confidence to make real time adjustments as needed to ensure compliance standards are being met and exceeded.  
  • Utilize reports and data provided to analyze effectiveness of contact center activities, such as call intakes, length of call, proficiency, efficiency, quality etc., 
  • Identify trends and variances, recommend changes in strategy to improve individual and departmental performance. 
  • Ability to assist in phone queue and take calls as needed, maintaining a good understanding of process and procedures. 

Identify and Develop Contact Center Supervisory and MTA Staff:

  • Manage and develop a team of Contact Center Supervisors and Medicaid Transportation Advocates (MTA), built to deliver an exceptional level of customer service while meeting operational and contractual goals. 
  • Execute oversight of education, training, and adherence to MAS policies.
  • Partner with direct report supervisors to monitor employee performance standards, administer and approve progressive discipline, assign corrective action to meet standards, and follow up management as necessary. 
  • Understand the diversity of every MTA and staff member throughout the contact center, understanding of different learning styles, personality, effective management style and overall versatile approach to each member on the team.  
  • Schedule and conduct ongoing meetings with direct reports for consistent interaction, open communication, opportunities to meet with staff 1:1, review performance standards, career development discussions and more.  

Monitoring Contact Center Staff Productivity and Effectiveness:

  • Effective management of a 24/7/365-day contact center within the metrics designated by MAS.
  • Display a proactive approach as it relates to queue monitoring, identifying potential performance risks, communicating findings, providing action plans, and management follow up as necessary. 
  • Develop and maintain a comprehensive working knowledge of the MAS systems. 

Enhancing and strengthening Departmental Relationships and Workflows:

  • Take initiative and address system, workflows, and individuals in need of improvement, establishing a plan of improvement and involving the VP, Contact Center. 
  • Participate in department, leadership, and ad hoc meetings, to support the sharing of information, providing leadership guidance, thought sharing, team collaboration, development of procedures and quality workflows. 
  • Active participation with required departments, such as HR, education, compliance, throughout the employees MAS career to successfully onboard, hire, train, develop and retain the right employees for the Contact Center.
    1. For example, create effective and engaging onboarding experience for new hires, including communicating with new hires prior to their first day, creating a detailed orientation schedule, coordinating meet & greets, engagement activities and more, all designed to create a successful and welcome onboarding experience for the new hire.  
  • Performs other duties as assigned. 

Qualifications & Experience:

  • BA/BS in Business Administration, or related discipline, or equivalent knowledge acquired by work experience and training.
  • Two or more years of customer service/contact center experience, which could include previous experience in a Contact Center, Customer Service leadership role, or high-volume environment such as retail, hospital etc. is preferred. 
  • Display knowledge of the Medicaid policy manual and relevant transportation needs. 
  • Develop and maintain a comprehensive working knowledge of the MAS systems. 
  • Previous experience in leading a team.
  • Excellent verbal and written communication skills.
  • Ability to work in a fast-paced environment, often requiring a proactive approach, while maintaining a calm attitude and sound decision making.  
  • Ability to work under pressure while demonstrating excellent leadership and motivational skills. 
  • Ability to remain organized and meet deadlines while dealing with competing demands.
  • Comfortable making critical decisions and solving critical problems.  
  • Must have strong analytical skills and can evaluate complex sets of data.
  • Proficiency with MS Office, especially MS Excel.


  • Given the nature of a 24/7 365 contact center, managers may be required, at times, to answer work related calls, emails, or requests during non-scheduled hours, such as nights and weekends. 

Travel Requirements:

  • May be required, at times, to attend meetings in-person with MAS colleagues primarily in the Syracuse area.

Physical Requirements:

  • Remaining in a stationary position, often sitting for prolonged periods of time up to an entire shift. 
  • Communicating with others to exchange information.
  • Repeating motions that may include the wrists, hands, and/or fingers.
  • Assessing the accuracy and thoroughness of the work assigned.


Equal Opportunity 

MAS provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. MAS expressly prohibits any form of unlawful employee harassment or discrimination. Furthermore, it is the company policy not to discriminate against qualified individuals with disabilities in regard to application procedures, hiring, advancement, discharge, compensation, training or other terms, conditions and privileges of employment. 


Medical Answering Services


Roseland, NJ
07068 USA



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