Senior Operations Manager

For External Hires: Preferred for someone with Blues background but not required
Willing to hire seasoned Ops Managers-Health Care, minimum 5 years
Work on Site - 100%
Flexible Schedule
Assertive, Go getter, Task Master
For Internal Hires: Willing to hire seasoned Ops Managers- Health Care, minimum 4 years
Work on Site- 100%
Flexible Schedule
Assertive, Go getter, Task MasterSenior Operations Manager

Education:
College degree in Management, Marketing, Psychology or Life Science
Experience:
5 years customer service experience, 3-year managerial experience.Healthcare Industry Preferred
Mandatory Skills:
• Communication Skill (Spoken)
• Communication Skill (Written)
• Customer Service Orientation
• Computer Literacy
• Job Knowledge
• Sense of Urgency
• Passion for Excellence
• Working in Teams/ Interpersonal Skills
• Work Organization
• Thriving in Change
• Strategic Capability
• Facilitation Skills
• Coaching
• Performance Management
• Discipline Management
• Conflict Management
• People Management/ Team Orientation
• Drive for Results/ Execution
• Expertise/ Analytical Skills
• Product Knowledge
• Problem Solving
• Presentation Skills
• Process Improvement
• Fiscal Management
• Business Acumen
• Change Management
• Planning, Organizing, Controlling
• Strong business sense to establish structure and vision for measuring success of call center environment.
• Successful track record leading / driving change.
• Able to effectively facilitate meetings and give value added input (prepares agenda, focuses on topics/discussions at hand).
• Able to effectively provide advice and guidance to his peers or subordinates.
• Able to determine and identify the breakdown in planning, leading, organizing, and controlling functions of the frontline supervisors.
• Able to work with support groups and team members to improve training, information, communication and procedure throughout the call center.
• Able to contribute his perspective in the forecasting, scheduling, and other planning processes.
• Able to gain a better understanding of the factors that contribute to service level and quality.
• Able to understand the business problem and the level of service the customers expect.
• Able to articulate call center strategies and goals clearly and can identify improvement opportunities.
• Able to motivate employees through personal example and can lead improvement initiatives.
• Able to understand call center operations and management (processes, systems and measurements, network elements, workforce management, capacity planning).
• Able to resolve conflicts, to troubleshoot issues, and to respond quickly to any situation.
• Able to identify and prioritize resources required for attainment of unit objectives.
• Able to analyze statistical data pertaining to call center productivity and efficiency.
• Able to identify and analyze business problems and generate creative solutions with strategic thinking.
Preferred Skills:
• Strong knowledge of networking protocols, hardware, and technologies, including routers, switches, firewalls, and load balancers.
• Familiarity with healthcare industry regulations and data security standards (e.g., HIPAA).
• Excellent problem-solving and communication skills.
• Ability to work under pressure and make informed decisions in critical situations.
Roles & responsibilities:
• Monitor daily all areas of performance metrics (productivity, service levels & quality score) to assure that standards are met across the board referring to a database, a program or reports.
• Work with Shift/Operations Manager to administer program and implement both client and in house policy.
• Ensure that operations are being managed accordingly on a day-to-day basis.
• Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics.
• Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary.
• Monitor daily all areas of performance metrics to assure that standards are met across the board.
• Regularly attends operations/business reviews and present action plans to issues that need to be addressed.
• Collate and respond to operational issues as reported by Shift/Operations managers and team leads – as needed.
• Escalate operational issues beyond level of authority to the Site Director – as needed.
• Inform Account Manager, Site Director, and Associate Vice President when the systems needed (system error/downtime) to handle calls and intakes are not working effectively – as needed.
• Submit on a regular basis operation review report to the Site Director, Senior Vice-President of Operations and the Clients.
• Minimize or manage at acceptable level the customers’ complaints
• Work with Shift/Operations Manager, Operations Director and Senior Vice President for Operations to further develop program and implement policy – as needed.
• Work with the Shift/Operations Manager, Training Manager, and Business Excellence Team in coordination with other groups in coming up with programs that will help further develop the associates.
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.
• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is in compliance with Privacy Rules Standard.
• Work with Shift/Operations Manager to implement initiatives that will drive performance.
• Work with BE Manager to ensure monitoring coverage as stipulated in the SOW
• Work with the Training Manager to plot sustainable Training Calendar and Activities, smooth transition to Operations, and deliver quality trainees acceptable to the standards set by the Client and Operations.
• Ensure that the Contact Center meets productivity standards – daily.
• Provide daily leadership and motivation to the team (Shift/Operations Manager, Associate Training Manager, and BE Managers).
• Conduct monthly one-on-one coaching to Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.
• Devising a strategic communication plan to ensure all changes are relayed on time and accurately.
• Create incentives for all staff in conjunction with meeting performance measurements.
• Conduct weekly meeting with the Managers and discuss team and program performance, issues and share best practices.
• Design development plans for the Managers. Prepare for succession plan if in case the position got vacated in the future.
• Conducts performance appraisals of Managers periodically.
• Initiate and support all employee satisfaction and workplace programs.
• Consult personnel / program issues to Operations Director or Senior VP for Operations in terms of further decision-making.
• Regularly spot-checks agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement.
• Interfaces with Apria Clients on a daily basis to address operational concerns, issues and metrics
• Interfaces with Project Nyx Transition Program Manager from time to time to give updates on the deliverables during the transition and implementation phase.
• Interfaces with Training Manager for all Training related issues and concerns. Facilitate and update smooth roll out of the Training Calendar and Ad Hoc Trainings provided by Apria
• Interfaces with BE Managers for all quality related issues and concerns.
• Ensures daily, weekly, and monthly reports are submitted to the client on time.
• Submits every first week of the month to the Apria Clients, the previous month’s Invoice and supporting details.
• Perform tasks assigned by the Senior Vice President for Operations from time to time.
• Prepare composite reports from the individual reports of subordinates.
• Communicate as needed with other departments within the Contact Center about operational and personnel issues.
• Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, planning & process improvements.
• Communicate and Coordinate with the other departments and Clients during the transition phase for smooth implementation of the program
• Responsible in hiring and recruiting key personnel of the program from both internal and external sources.
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.

Quezon City, Bridgetowne ZetaPhilippines