Job Description

Job Description

Job Description

The Call Center Manager is responsible for leading and managing the day-to-day operations of the Concierge Team. This role ensures exceptional customer experiences and operational efficiency. The Manager will drive strategic initiatives to enhance service delivery, optimize performance, and foster a culture of excellence.

Role Requirements:

• Demonstrate zizzl’s core values of authentic hospitality , dependable excellence , and optimistic energy in past, present and future interactions with colleagues, clients, and partners.
• Willingness to pitch in - zizzl is a young company!
• Proven achievements that reflect grit, courage, and excellence.
• Thrive in a high performance, open, and collaborative environment with honest communication, productive conflict, constant change, innovation, and iteration.
• Proficiency in Microsoft Excel and strong analytical problem-solving skills.
• Maintain a positive and professional attitude at all times; deliver personalized, engaging interactions with internal and external stakeholders.
• 2 to 3+ years of experience leading a call center.
• Outstanding communication skills blending professionalism, clarity, and warmth.

Call Center Manager Responsibilities:

• Lead, mentor, and motivate a team of amazing high-performing agents, delivering empathic, high-quality, timely support.
• Keep the call center vibe upbeat, efficient, and energized.
• Monitor performance, celebrate wins, and coach through challenges.
• Proactively track KPI metrics such as average handle time, first-call resolution, and customer satisfaction.
• Collaborate across departments to ensure the voice of the customer is clearly heard.
• Continuously seek opportunities to improve processes, team culture, and the overall customer journey.
• Remain calm during volume surges – bring order to the chao.
• Train and coach team members with compassion and high expectations.
• Implement and manage Concierge Team technologies (e.g., IVR, ticket tracking tools).
• Drive continuous improvement initiatives, including creating and delivering training programs for Concierge Team Members.
• Oversee staffing, training, scheduling, and performance of team members.
• Translate complex healthcare topics into clear, friendly language and help standardize responses/templates to ensure a consistent member experience.
• Solve problems with an employee-first mindset.
• Create an environment where your team feels supported, valued, and celebrated.
• Other Duties as assigned.

zizzl health is a state-of-the-art ICHRA solution that helps employers offer budget-friendly, hassle-free health insurance to employees nationwide. zizzl health ensures that companies are financially protected from annual premium spikes while helping employees find individual coverage that caters directly to their unique needs. In a marketplace that puts the burden on employers to choose the right plan, zizzl health gives employees the right tools, technology, and support to make that decision without subjecting employers to the hassle and the headache of a traditional group health plan experience. Learn more at zizzlhealth.com.

Company Description

zizzl health is a state-of-the-art ICHRA solution that helps employers offer budget-friendly, hassle-free health insurance to employees nationwide. zizzl health ensures that companies are financially protected from annual premium spikes while helping employees find individual coverage that caters directly to their unique needs. In a marketplace that puts the burden on employers to choose the right plan, zizzl health gives employees the right tools, technology, and support to make that decision without subjecting employers to the hassle and the headache of a traditional group health plan experience. Learn more at zizzlhealth.com.

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