About Nonstop Administration and Insurance Services, Inc.
Nonstop Administration and Insurance Services, Inc. (Nonstop) is a rapidly expanding health‑insurance organization that believes quality, affordable healthcare should be accessible to everyone. Our flagship offering, Nonstop Health, delivers employer‑sponsored group health plans that combine comprehensive coverage with innovative technology, transparent pricing, and a member‑centric experience. Headquartered in a vibrant, forward‑thinking environment, we are proud to be at the intersection of health, technology, and customer service excellence.
Why Join Our Mission‑Driven Team?
At Nonstop, you will be part of a purpose‑driven culture where every employee is empowered to make a tangible difference in the lives of members, employers, and the broader community. As a remote‑first organization, we provide the flexibility to work from the comfort of your home while staying deeply connected to a collaborative network of professionals across the nation. Our values—integrity, innovation, empathy, and accountability—guide everything we do, from product development to how we answer a caller’s question.
Joining us means you will:
- Contribute to a vital industry that impacts millions of families.
- Partner with visionary leaders, including the Vice President of Client Experience.
- Leverage cutting‑edge cloud technology—especially Amazon Connect—to redefine the call‑center experience.
- Grow your career in a company that invests heavily in professional development, mentorship, and internal mobility.
Key Responsibilities – Leading the Call Center Experience
As the Remote Customer Service Center Manager, you will be the strategic and operational anchor of our call‑center ecosystem. You will work directly with the VP of Client Experience and cross‑functional partners to ensure that every member interaction reflects the highest standards of service, compliance, and efficiency.
- Operational Oversight: Direct day‑to‑day activities of a fully remote call‑center team, ensuring smooth workflow, optimal staffing levels, and adherence to service level agreements (SLAs).
- Strategic Planning & Execution: Design, implement, and continuously refine performance‑enhancement strategies that improve key metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Net Promoter Score (NPS), and overall agent productivity.
- Amazon Connect Mastery: Configure, monitor, and optimize Amazon Connect routing flows, IVR menus, chat‑bot integrations, and real‑time reporting dashboards to align with business objectives.
- Metrics & Data‑Driven Insights: Produce weekly and monthly performance reports, analyze trends, and present actionable recommendations to senior leadership.
- Talent Acquisition & Development: Lead recruiting efforts, onboard new agents, and design comprehensive training programs that blend product knowledge, soft‑skill coaching, and technology proficiency.
- Coaching & Performance Management: Conduct regular one‑on‑one sessions, performance reviews, and real‑time coaching using quality‑assurance tools to elevate agent confidence and competence.
- Budget & Resource Management: Own the call‑center budget, manage vendor relationships, and identify cost‑saving opportunities without compromising service quality.
- Cross‑Department Collaboration: Partner with IT, Marketing, Product, and Compliance teams to guarantee a seamless and consistent member experience across all touchpoints.
- Issue Resolution & Escalation: Serve as the escalation point for complex member issues, technical glitches, and Amazon Connect incidents, coordinating with AWS support and internal IT as required.
- Continuous Improvement: Stay abreast of emerging Amazon Connect features, industry best practices, and regulatory changes to proactively evolve the call‑center operating model.
- Culture Building: Foster a positive, inclusive, and high‑energy remote work culture that celebrates achievements, encourages innovation, and supports work‑life balance.
- Additional Initiatives: Undertake special projects, pilot programs, and process redesigns as assigned by senior leadership.
Essential Qualifications – What You Must Bring to the Table
Our ideal candidate combines proven leadership experience with deep technical expertise in Amazon Connect and a passion for delivering world‑class customer service in the health‑insurance space.
- Minimum 5 years of experience managing a call‑center, preferably within health insurance, benefits administration, or a related regulated industry.
- Demonstrated expert knowledge of Amazon Connect, including routing architecture, real‑time and historical reporting, and integration capabilities.
- Strong track record of managing remote or hybrid teams, with a clear understanding of virtual collaboration tools, performance monitoring, and remote employee engagement.
- Exceptional leadership abilities: ability to inspire, mentor, and develop diverse talent while driving measurable improvements in performance metrics.
- Solid analytical skills: comfortable interpreting data, identifying patterns, and turning insights into operational actions.
- Outstanding communication skills—both written and verbal—to interact effectively with agents, senior executives, external partners, and members.
- Proven experience managing a call‑center budget, forecasting staffing needs, and optimizing resource allocation.
- High level of self‑discipline and accountability, thriving in a remote work environment with minimal supervision.
Preferred Experience & Skills – Nice‑to‑Have Additions
- Previous experience in a fast‑paced, high‑volume health‑insurance call center serving employer‑sponsored group plans.
- Certifications related to Amazon Web Services (AWS), such as AWS Certified Solutions Architect or AWS Certified Cloud Practitioner.
- Familiarity with CRM platforms (e.g., Salesforce, Zendesk) and workforce‑optimization tools (e.g., NICE, Five9).
- Background in quality assurance methodologies such as Six Sigma, Lean, or ITIL.
- Exposure to compliance frameworks relevant to health insurance, including HIPAA, ACA, and state‑specific regulations.
Core Competencies & Skills for Success
- Strategic Vision: Ability to see the big picture while executing detailed operational plans.
- People‑Centric Leadership: Empowerment of agents through coaching, recognition, and clear performance expectations.
- Technical Agility: Comfort navigating cloud‑based telephony platforms, data dashboards, and API integrations.
- Problem‑Solving: Rapid identification of root causes and implementation of sustainable solutions.
- Emotional Intelligence: Sensitivity to the challenges faced by remote staff and members, fostering empathy in every interaction.
- Time Management & Prioritization: Balancing multiple initiatives without sacrificing quality.
- Change Management: Leading teams through technology upgrades, process redesigns, and evolving business priorities.
- Continuous Learning: Commitment to staying current on industry trends, Amazon Connect releases, and best practices in customer experience.
Career Development & Growth Opportunities
Nonstop is committed to investing in the future of its people. As a senior leader, you will have a clear pathway to broaden your influence and expand your skill set.
- Leadership Trajectory: Potential progression to Director of Client Experience, VP of Operations, or other executive‑level roles.
- Professional Education: Tuition reimbursement for relevant certifications, workshops, and conferences—including AWS events, CX forums, and health‑insurance seminars.
- Mentorship Programs: Pairing with seasoned executives to accelerate strategic thinking and business acumen.
- Cross‑Functional Exposure: Opportunities to collaborate with product development, underwriting, and analytics teams, broadening your organizational perspective.
- Innovation Labs: Participation in pilot initiatives that experiment with AI‑driven chatbots, predictive analytics, and omnichannel service models.
- Performance‑Based Incentives: Recognition programs, bonuses, and stock‑option plans tied to measurable outcomes.
Our Remote Work Culture & Environment
We recognize that a thriving remote workforce requires intentional culture building. At Nonstop, the remote experience is shaped by:
- Flexible Scheduling: Core hours to accommodate collaboration, while allowing personal flexibility around family or personal commitments.
- Virtual Collaboration Tools: Access to Slack, Microsoft Teams, Zoom, and Asana for seamless communication and project tracking.
- Well‑Being Initiatives: Monthly wellness stipends, virtual fitness classes, and mental‑health resources.
- Community Building: Regular virtual coffee chats, “Ask Me Anything” sessions with leadership, and quarterly in‑person meet‑ups (optional).
- Diversity & Inclusion: Employee resource groups (ERGs) focused on gender, ethnicity, LGBTQ+, veterans, and accessibility, ensuring every voice is heard.
- Technology Setup Assistance: Home‑office stipend for ergonomic furniture, high‑speed internet, and a professional headset.
Compensation, Benefits & Perks
Nonstop offers a competitive total‑reward package designed to attract and retain top talent.
- Salary Range: $75,000 – $80,000 USD annually, commensurate with experience and expertise.
- Performance Bonus: Quarterly incentive tied to call‑center KPIs and organizational goals.
- 401(k) Plan: Employer‑matched contributions to help you build a secure retirement.
- Medical, Dental, Vision: 100 % employer‑paid premiums after the introductory period, with comprehensive coverage for you and eligible dependents.
- Remote Work Stipends: Monthly internet reimbursement, cellular allowance, and a one‑time home‑office equipment grant.
- Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to support work‑life balance.
- Continued Learning: Access to LinkedIn Learning, Coursera, and internal training modules.
- Travel: Minimal travel requirement (approximately 5 % of time) for occasional team gatherings or client visits.
- Employee Assistance Program (EAP): Confidential counseling and support services for personal or professional challenges.
How to Apply – Take the Next Step Toward a Rewarding Career
If you are ready to lead a high‑performing, remote call‑center team and drive transformational change for a health‑insurance leader, we want to hear from you. Click the link below to submit your application, and a member of our talent acquisition team will reach out promptly.
Equal Opportunity Employer Statement
Nonstop Administration and Insurance Services, Inc. is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.
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