Contact Center Manager - RN License

Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.  Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.  Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com.

Progyny is looking for a Contact Center Manager who will be responsible for managing multiple supervisors, ensuring the achievement of service-level targets, operational efficiency, inventory management and overall customer satisfaction. This role involves planning, team development, and performance management.

Manage the day-to-day operations of the contact center, ensuring that all member impacting processes and procedures are optimized. This individual will be leading both Clinical and non-clinical team members Develop and implement strategies to improve productivity, member satisfaction, and operational efficiency Communicate a clear and consistent message regarding departmental goals and company policies to produce desired results Support training and development initiatives for all contact center agents Analyze contact center data and generate reports for senior management on performance metrics Work closely with other departments to enhance cross-functional processes and resolve customer-related issues Drive continuous improvement initiatives within the contact center Attend and serve as a liaison in Member Services impacting meetings and cross-functional collaborations