Operations Manager

Education:

• Bachelor’s degree in related field (four-year course) or equivalent combination of education and experience.

Experience:

• 4+ years' experience in customer service, call center or related field, including 3 years in management. Healthcare Industry and Member Services experience preferred

Mandatory Skills:

• Drive for Results/ Execution

• Thriving in Change

• Problem Solving

• Process Improvement

• Conflict Management

• Fiscal Management

• Business Acumen

• Change Management

• Planning, Organizing, Controlling

Roles & responsibilities:

• Responsible for translating client requirements into production floor activities.

• Acts as the Supplier Program Manager/Senior Manager of Program Management.

• Internal contact for the overall management and productivity of the operation.

• Responsible for the management of specified supervisory teams, tracking of overall center efficiency, keeping updated on product and promotion information, providing Supplier Program Management with updates on service provided, and identifying and tracking improvement and value-added opportunities

• Operations Management Function:

• Monitor the teams’ daily performance on all metrics (customer satisfaction ratings, call handling times, service levels & quality grades) to ensure that standards are being met referring to a database, a program or reports.

• Work with Associate Director implementing programs, which are both clients, and in house.

• Represents the site on client calls on specific area of discipline on a weekly basis or as scheduled for product/ system/ process updates best practices sharing, or call calibrations.

• Attend weekly operations review and present action plans to issues that need to be addressed.

• Execute data analysis specific to the team for action planning.

• Collate and respond to operational issues as escalated/ needed.

• Escalate operational issues beyond level of authority to the Associate Director for Operations – as needed.

• Inform Associate Director when the system needed (system error/ downtime) to handle calls are not working effectively – as needed.

• Submit weekly and monthly ops review report to Associate Director for Operations.

• Perform counselling to assigned Shift Managers and/or Team Leaders for performance and/or discipline management.

• Ensure Shift Managers and Team Leaders’ shift coverage on a daily/weekly basis.

• Approves/ disapproves request for unscheduled leaves and tardiness and do necessary adjustments to schedules of available manpower in order to meet requirements.

• Participates in the development of contingency plans, escalation procedures, and disaster recovery plans.

Staff Development Function:

• Provide daily leadership and motivation to the Shift Managers

• Conduct monthly one-on-one coaching to Shift Managers and at times Team Leaders - provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.

• Help Associate Director in creating incentives for all staff in conjunction with meeting performance measurements.

• Conduct weekly meeting with Shift Managers and discuss team and program performance, issues and share best practices.

• Design development plans for Shift Managers. Prepare for succession plan if in case the position got vacated in the future.

• Initiate and support all employee satisfaction and workplace programs.

• Consult personnel/ program issues to the Associate Director in terms of further decision making.

• Conducts performance reviews and appraisals for Shift Managers (yearly). Provide immediate coaching regarding Shift Managers or team performance when the need arises using documented personal observations or critical incidences to improve Shift Managers' and team performance.

• Ensures timely and accurate communication regarding updates to Shift Managers.

• Recommends and applies corrective measures for staff members who do not meet minimum performance metrics.

• Works with Shift Managers and/or Team Leaders to resolve concerns of CSAs as well as their own.

• Able to follow-up personnel issues (e.g. Payroll, HR, etc.) as reported by the team.

• Able to create specific Individual Development Plans for Shift Managers over a given period of time to prepare them to the next level.

• Regularly spot-checks CSAs on customer handling and provides feedback on areas for improvement.

• General Safety and Security:

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)

• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions

• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act and URAC

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.