Care Team Operations Manager
PRIMARY PURPOSE: To provide leadership and support in meeting day-to-day Service Center objectives including service excellence; and to support continued Service Center growth and development.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES- Manages day-to-day operations ensuring daily client service objectives are met; ensures workload objectives are met timely and accurately.
- Provides professional and organizational development direction to Service Center supervisory staff and in their colleague team development role.
- Produces scheduled reports; maintains reporting databases as instructed.
- Contributes to development schedules for Service Center functional areas effectively balancing client needs with colleague availability and diversity.
- Provides effective and constant communication to Service Center Director and key stakeholders; provides effective communication of Service Center processes and procedures change/updates to internal and external colleague staff.
- Identifies and assists in implementation of various training programs; coordinates training of Service Center colleagues on departmental applications and procedures.
- Represents the company with industry groups.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES- Performs other duties as assigned.
- Travels as required.
SUPERVISORY RESPONSIBILITIES- Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
- Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
- Provides support, guidance, leadership and motivation to promote maximum performance.
QUALIFICATIONSEducation & LicensingBachelor's degree from an accredited college or university strongly preferred.
ExperienceSix (6) years of supervisory/management experience in a multi-site or high volume call center or customer service center environment or equivalent combination of education and experience required to include experience with applicable call center technology tools.
Skills & Knowledge- Strong customer service skills
- Demonstrated cross-functional leadership skills
- Thorough knowledge of service center processes and procedures
- Knowledge of claims management processes
- Excellent oral and written communication, including presentation skills
- PC literate, including Microsoft Office products and call center software
- Demonstrated leadership/management/motivational skills
- Analytical and interpretive skills
- Strong organizational skills
- Excellent negotiation skills
- Excellent interpersonal skills
- Ability to troubleshoot intake processes and client service issues
- Ability to prioritize and handle multiple tasks
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies
WORK ENVIRONMENTWhen applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding
Auditory/Visual: Hearing, vision and talking
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
