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Contact Justin Meyers at jmeyers@saigepartners.com to schedule an appointment at to learn more about this opportunity!

Site Manager 

Location: Winchester, Kentucky (On-site)
Salary: $100,000–$120,000, based on experience
Bonus: Eligible
Reports To: Chief Operating Officer
Employment Type: Regular, Full-Time | Exempt

About the Role

We are seeking an experienced Site Manager to oversee the operational performance and strategic direction of a large-scale call center supporting Medicare and Medicaid recipients. This leader will manage and develop a team of managers and supervisors while ensuring high-quality customer service, regulatory compliance, and achievement of operational KPIs.

The ideal candidate has extensive inbound call center leadership experience, a proven ability to lead organizations of 250+ employees, and a strong understanding of CMS regulations and healthcare-related customer service operations.

Key Responsibilities

• Operational Leadership: Oversee daily call center operations, driving performance against service levels, KPIs, productivity, and customer satisfaction goals.

• Team Leadership: Recruit, develop, and manage call center managers and supervisors, fostering accountability, employee engagement, and continuous improvement.

• Training & Development: Establish training programs covering customer service, conflict resolution, technical skills, and CMS-specific knowledge.

• Regulatory Compliance: Ensure operations adhere to CMS regulations, policies, and guidelines governing Medicare and Medicaid programs.

• Risk Management: Oversee high-risk transactions, escalations, and sensitive beneficiary interactions while maintaining accuracy and compliance.

• Quality Assurance: Implement quality monitoring programs, audits, and performance reviews to ensure consistent service delivery and accurate information.

• Performance Management: Provide coaching and ongoing feedback to leadership teams to improve employee performance, development, and retention.

• Strategic Improvement: Analyze operational data, identify inefficiencies, and implement strategies to improve productivity, service quality, and beneficiary satisfaction.

• Reporting & Analysis: Monitor and report on operational, quality, and compliance metrics, providing recommendations and insights to senior leadership.

• Cross-Functional Collaboration: Partner with Quality, IT, Training, HR, and other internal departments to support seamless operations.

• Issue Resolution: Address complex beneficiary inquiries, operational challenges, and performance concerns, escalating issues to senior leadership when appropriate.

Qualifications & Requirements

• Bachelor's degree in Business Administration, Healthcare Management, or a related field; master's degree preferred.

• 5–10 years of call center operations experience, including at least 3 years in a leadership position.

• Experience in healthcare, Medicare/Medicaid, or another government-regulated environment preferred.

• In-depth knowledge of CMS regulations, Medicare and Medicaid programs, and benefit structures.

• Proven experience leading and developing large call center organizations of 250+ employees.

• Demonstrated success improving operational efficiency, service levels, quality, and customer satisfaction.

• Experience managing escalations, high-risk transactions, and regulatory compliance.

• Proficiency with call center technologies, including ACD, IVR, CRM platforms, AI-driven optimization tools, and performance management systems.

• Strong leadership, communication, presentation, problem-solving, and organizational skills.

• Ability to analyze performance data and develop strategic operational improvements.

• Experience working within a matrix organization and influencing cross-functional stakeholders.

• Ability to thrive in a fast-paced, dynamic environment.

Physical Demands & Working Conditions

• Primarily sedentary work in a call center office environment.

• Requires regular use of a computer and standard office equipment.

• Occasional travel may be required.

Why Join Us?

• Competitive salary and benefits package.

• Bonus eligibility.

• Opportunity to lead a large-scale operation and shape customer service strategy.

• Supportive work environment with opportunities for professional growth.

• Meaningful opportunity to support Medicare and Medicaid beneficiaries in navigating their healthcare coverage needs.

Saige Partners, one of the fastest growing technology and talent companies in the Midwest, believes in people with a passion to help them succeed. We are in the business of helping professionals Build Careers, Not Jobs. Saige Partners believes employees are the most valuable asset to building a thriving and successful company culture. Contact us to learn more about the opportunity below or check out other opportunities at https://careers.saigepartners.com/.