Contact Center Manager-Admissions (Malvern, PA or Englewood, CO)

Posting Date

The Admissions Contact Center Manager is responsible for leading a high-performing contact center team, ensuring operational excellence, productivity, and exceptional service delivery. This leader will oversee 2-3 Supervisors, each managing 15-20 teammates, and will foster a culture of customer service excellence for both internal and external partners. The role requires strong call center operations expertise, including managing standard performance metrics, while also demonstrating advanced stakeholder management to shape strategies that evolve with the organization's needs. Candidates should bring a proven ability to quickly establish credibility and drive measurable improvements in a dynamic environment. As we leverage new technologies to better support our teammates and enhance partner experiences, the Contact Center Manager will design and implement innovative processes to improve efficiency, effectiveness, and overall business performance.

On-site presence is required 1x week at our office in Malvern, PA or Englewood, CO.

Essential Duties & Responsibilities

• Lead the delivery of exceptional service by maintaining and improving contact center performance metrics, including Service Level Agreements, average handle time, first call resolution, abandonment rate, and other KPIs. Ensure teammate adherence to processes and service levels to provide a consistent, high-quality customer experience.
• Coach, develop, and inspire Supervisors to grow in their roles, empowering them to lead engaged and high-performing teams.
• Lead change management initiatives in a transforming contact center environment, leveraging CCaaS technology, AI, and self-service tools to drive innovation and operational efficiency.
• Use data and analytics to proactively identify trends, opportunities, and areas for improvement, translating insights into actionable strategies.
• Optimize workflows and drive cross-functional alignment through process improvements, clear communication, and strong coordination with key stakeholders.
• Lead strategic initiatives for the broader DGS team, including process design, alignment building, training, and cross-functional communication.
• Perform other duties and responsibilities as assigned.

Education & Experience

• Motivated self-starter with the ability to quickly learn new environments, take ownership of projects with limited guidance, and deliver significant performance improvements; embraces a growth mindset and actively seeks opportunities to learn and improve.
• Experience with CCaaS systems and related technologies preferred.
• 2-4 yrs. experience managing a team in a fast-paced, dynamic, customer-facing environment; contact center leadership experience preferred.
• Strong written and verbal communication skills, with the ability to present updates and analysis to internal business partners across mediums including in-person meetings, Microsoft Teams, email, and phone.
• High energy with the ability to thrive in a fast-paced, team-oriented environment.
• Proficiency in Microsoft Office including Word, PowerPoint, Excel and Outlook.
• Strong customer service, troubleshooting, and problem-solving skills.
• Bachelor's degree or equivalent experience preferred.
• Personal values in line with DaVita's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment & Fun.

Here is what you can expect when you join our Village:

• A "community first, company second" culture based on Core Values that really matter.
• Clinical outcomes consistently ranked above the national average.
• Award-winning education and training across multiple career paths to help you reach your potential.
• Performance-based rewards based on stellar individual and team contributions.
• A comprehensive benefits package designed to enhance your health, your financial well-being and your future.
• Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.

#LI-RH1

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.