Manager

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

• What You Can Expect
• The Health Care Call Center Manager is responsible for the overall performance, execution, and continuous improvement of a healthcare contact center operation. This role provides strategic and operational leadership to Team Leads and Representatives while ensuring contractual service levels, quality standards, regulatory requirements, and client expectations are consistently met or exceeded.
• You will oversee daily operations, workforce planning, performance management, training effectiveness, and issue resolution while partnering cross‑functionally with quality, training, workforce management, IT, and client stakeholders. The Manager plays a critical role in fostering a culture of accountability, engagement, and world‑class customer service.
• Primary Responsibilities
• Operational Leadership
• Own day‑to‑day call center operations, ensuring service level agreements (SLAs), quality metrics, productivity targets, and compliance standards are consistently achieved.
• Provide direct leadership to Healthcare Call Center Team Leads and call center representatives.
• Monitor real‑time and historical performance metrics and adjust staffing, workflows, or priorities as needed.
• Ensure efficient scheduling, coverage, and workload balancing across shifts, including evenings, weekends, and holidays.
• People Management & Development
• Hire, coach, motivate, and develop Team Leads and health care call center representatives to build strong frontline leadership capability.
• Conduct regular performance reviews, goal setting, and development planning for direct reports.
• Partner with Training and Quality teams to ensure onboarding and ongoing education effectively prepare staff for evolving healthcare regulations and products.
• Foster a positive, inclusive, and high‑engagement team culture focused on collaboration and continuous improvement.
• Quality, Compliance & Risk Management
• Ensure adherence to healthcare regulations (e.g., HIPAA) and internal policies across all customer interactions.
• Oversee quality monitoring programs and action plans to drive improvement in customer experience and accuracy.
• Act as the primary escalation point for complex, sensitive, or high‑risk customer and client issues.
• Identify trends in defects, complaints, or errors and implement corrective action plans.
• Client & Stakeholder Partnership
• Serve as an operational liaison with internal partners and, as applicable, external clients.
• Participate in operational reviews, audits, and performance discussions.
• Ensure operational readiness for new products, implementations, or regulatory changes.
• Continuous Improvement & Reporting
• Analyze call center data and trends to identify opportunities for efficiency, cost optimization, and service enhancement.
• Lead or contribute to special projects, process improvements, and technology initiatives.
• Prepare and present operational reports, insights, and recommendations to senior leadership.
• Experience and Skills You Bring to SS&C Health
• Bachelor’s degree or equivalent combination of education and relevant work experience required.
• 3–5+ years of progressive experience in a healthcare call center environment, including people management responsibility.
• Strong preference for experience with U.S. healthcare systems, including Medicare, Medicaid, Affordable Care Act (ACA), Commercial Plans, Small/Large Group, and/or Pharmacy Benefits Management.
• Demonstrated success managing performance metrics such as service level, quality, productivity, and customer satisfaction.
• Proven leadership skills with the ability to coach, develop, and influence leaders at multiple levels.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to translate complex healthcare concepts into clear, actionable guidance for both staff and customers.
• Strong analytical, problem‑solving, and decision‑making capabilities.
• High level of adaptability and resilience in a fast‑paced, evolving environment.
• Solid computer proficiency, including experience with contact center systems and reporting tools.
• Strong commitment to continuous learning, professional development, and service excellence.
• Ability to work flexible schedules, including evenings, weekends, and holidays, as required by business needs.
  

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

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