High school diploma or equivalent Minimum of three (3) years of call center experience, including at least one (1) year in a lead or supervisory role Demonstrated experience analyzing call reporting data and identifying trends to drive operational and quality improvements Demonstrated, solution-focused call center experience with a track record of resolving issues and improving the member experience Demonstrated experience coaching, developing, and managing performance of a team in a fast-paced operational environment Comfort working with data and a willingness to use, and learn, AI-driven technology and reporting tools. Bachelor's degree preferred Experience with AI-powered call center technology (e.g., speech analytics, AI quality monitoring, chatbots or virtual agents) Experience with workforce management, scheduling, and QA tools Knowledge of the healthcare or non-emergency medical transportation (NEMT) industry Bilingual Spanish.