JOB SUMMARY: Serves members by planning and implementing call center strategies and operations; improving systems and processes; responsible for overall performance in meeting the state guidelines and regulations; working with all level of managers and seniors management; developing of new targeting schemes, and scripting the optimization of existing programs; identifying requirements which includes targets, specific data, and anticipated outcomes; managing staff to achieve call center targets and goals; and promoting culture that encourages and ensures the member and staff satisfaction.MINIMUM QUALIFICATIONS:Education/Specialized Training/Licensure: HS Diploma or equivalent required; BS or BA is