Senior Support Manager

As the Senior Support Manager, you will serve as the Customer Service Director for the Illinois Targeted Case Management Program (IL TCMP) contract. This pivotal role is responsible for overseeing and optimizing customer service operations to ensure exceptional support and satisfaction for community members. You will lead a dynamic team, including community liaisons, grievances & appeals specialists, and a team of contact center client service specialists.

This is a hybrid position, requiring onsite days on Mondays and Fridays, from either our Oak Brook, IL office or West Des Moines, IA office.

Leadership and Management:

Direct and manage the Customer Service team, including four Community Liaisons, one Contact Center Supervisor

Provide dotted-line management and support to the marketing specialist to align customer service efforts with marketing initiatives

Strategic Planning:

Develop and implement strategies to enhance customer service delivery and client satisfaction under the IL TCMP contract

Identify areas for process improvement and lead initiatives to streamline operations and increase efficiency

Community Engagement:

Supervise Community Liaisons to ensure effective outreach and engagement within the community

Foster strong relationships with community stakeholders to support program goals and client needs

Team Collaboration:

Work closely with the Contact Center Supervisor to manage day-to-day operations and ensure high levels of service

Performance Monitoring:

Monitor team performance metrics and implement corrective actions as needed to meet service level agreements (SLAs) and performance targets

Conduct regular training and development sessions to enhance team skills and knowledge

Stakeholder Communication:

Serve as the primary point of contact for client service-related matters, liaising with internal and external stakeholders as required

Prepare and present reports on team performance, client satisfaction, and operational metrics to senior management

Four-year degree in Computer Science or Information Systems, business or related field and/or equivalent training and/or experience

3 – 5 years’ experience in providing end user support

7 - 10 years’ experience managing a professional support staff

Ability to travel locally and overnight up to 20%

Experience with government contracts preferred

Telligen is one of the most respected population health management organizations in the country. We offer clinical, analytical, and technical expertise to support local, Tribal, and national partners, state and federal government programs, and employers and health plans.

Over our 50-year history, health care has evolved - and so have we. What hasn't changed is our deep commitment to those we serve. Our success is built on our ability to adapt, respond to client needs and deliver innovative, mission-driven solutions.

Our business is our people and we’re seeking talented individuals who share our passion and are ready to take ownership, make an impact and help shape the future of health.

Benefits: A general description of the benefits and other compensation available for this position can be found in Telligen's Benefits Summary.

We’re on a mission to transform lives and economies by improving health.

Ownership: As a 100% employee-owned company, our employee-owners drive our business and share in our success.

Community: We show up - for our clients, our communities and each other. Being a responsible corporate partner is part of who we are.

Ingenuity: We value bold ideas and calculated risks. Innovation thrives when we challenge the status quo and listen to diverse perspectives.

Integrity: We foster a respectful, inclusive, and collaborative environment built on trust and excellence.

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