Manages Contact Center day-to-day operations, including conducting meetings with the Contact Center vendor and managing the process for escalated inquiry resolutions.

Establishes and monitors the coordination between the Contact Center vendor and the agency’s Administrative Procedures department for escalated appeals and exemptions as needed.

Reviews and monitors the Contact Center Key Performance Indicators (KPIs) to track progress of consumer support issues and resolution.

Provides support and coordination on various projects related to contact center performance, including Open Enrollment ramp-up, outbound outreach initiatives and performance improvement efforts.

Creates and outlines the Contact Center Standard Operation Procedures (SOPs) to ensure that documentation is updated as processes are changed and improved.

Reviews and recommends annual and cyclical staffing and/or technological resources assisting the vendor with forecasting contact volume.

Participates in Quality Assurance activities such as call monitoring and case reviews to identify and implement process improvement areas.

Performs other duties assigned.