Job SummaryOperations Managers manage a team of 9-12 Team Leaders varied over multiple lines of businesses.
Roles & Responsibilities- Manage daily staffing and workflow and ensure adherence to department quantity and quality standards.
- Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
- Meet regularly with individual team members; coach them to meet and exceed their goals. Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
- Provide performance analysis to implement action plan strategies to improve overall performance
- Be a resource for policy, procedure, and human resources questions/issues.
- Participate in monthly quality monitoring; collaborate with related Operations depts. on suggested improvements.
- Help shape future of service.
- Take on projects as necessary
- Must be flexible
- Provide performance updates to Directors
- Monitors relationship with client and actively seeks to add value the relationship
- Provides recommendations for hiring and firing and conducts performance reviews
- Develops operating goals and objectives for all departments that support the service center goals and objectives.
- Monitors service and revenue and makes recommendations for cost effective operations of Customer Service
- Ensure daily Line adherence goals are met
- Participate in capacity planning meetings
- Responsible for motivation of all staff
- Analysis and reporting
- Partner closely with clients
- Will need to adhere and meet SOW requirements
Required Qualifications- Minimum 3 years of experience in a management role in a call center environment.
- Medical Insurance call center experience is a plus
- BA/BS or equivalent. Master's degree preferred
- Multi-tasking skills required to assist the customer and work in the computer systems in a timely and efficient manner
- Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards.
- Strong understand of SL and staffing management
- Excellent written and verbal communications skills.
- Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management.
- Able to work constructively under stress and pressure and perform tasks efficiently.
- Possess strong and analytical PC skills.
- Ability to adapt to an ever-changing environment
- Ability to embrace workload flexibility to meet the fluctuating demands of the client
- Knowledge and understanding of Company Financial reports
- Knowledge of contract and agreements
- Knowledge of performance evaluation procedures
- Knowledge of budgeting cost estimating, and fiscal management principles and procedures.
- Ability to build cohesive teams
