The
Operations Manager is an experienced manager to be a key member of the leadership team who will be expected to implement and oversee key initiatives within the contact center. These initiatives will support new business, new processes and enhance our strong commitment to our members. Responsible for promoting contact center value through the implementation of enhanced services, tours and trend analysis. This role working collaboratively with other stakeholders to execute on the department's strategies in order to achieve excellent customer service. This position does not have direct reports at this time however will coordinate matrix relationships within the Contact Center to operationalize initiatives. This position is client facing and will be the liaison between Service and Sales and Marketing. Key Responsibilities:Responsibilities include, but are not limited to:
- Represents the operations team in business requirements sessions with Marketing, Sales, and other internal and external departments/vendors/clients.
- Manage Service performance guarantees
- Manages achievement of service level goals and key performance metrics in compliance with organizational and regulatory requirements.
- Respond to RFPs and RFI's accurately and timely
- Collaborate with Workforce Management to successfully size and implement new Service products offerings efficiently and effectively
- Manages initiatives, driving cross-functional collaboration that ensures prompt resolution of issues.
- Marshal resources (people, material, support) to get projects and initiatives implemented
- Deeply understand the business case for proposed services and initiatives including cost/benefit estimates, trends, analysis, service industry best practices, and product development timelines
- Manages work processes, measures for non-conformance and identifies corporate and department policies and procedures to achieve operational efficiencies
- Communicates, implements, and interprets corporate and departmental policies and procedures
- Maintains positive working relationships with internal/external customers, through direct phone contact, written correspondence and site visits
- Approves special consideration and handling for manager exceptions
- SME to provide guidance and direction on researching and resolving highly escalated issues
- Develops, implements and monitors operations policies, procedures, and standards that support the goals and objectives of the contact center.
- Responsible for preparation, planning and execution of client, broker, vendor and sales presentations, site visits and tours.
- Act as a coordination point with Contact Center Leadership on driving improvement across key performance areas such as FCR, Resolution, Escalations, Campaigns
- Other duties as assigned
Qualifications:- Undergraduate degree required, preferably in business administration
- A minimum of three (3) years of managerial experience. In lieu of a degree, five (5) to seven (7) years of management experience is required
- Health Insurance experience preferred
- Prior experience working with Sales and Marketing leadership
- Must be able to develop and maintain a comprehensive, detailed knowledge of all Company Products
- Strong written and verbal communication skills to clearly and succinctly deliver desired messaging
- Must have a thorough understanding of benefits and claims processing functions.
- Strong decision-making skills, ability to resolve complex issues with minimal assistance
- Proficient level knowledge with Microsoft Office including MS Access, Excel, Word and PowerPoint, and Tableau experience preferred.
- Possesses superior analytical, communication and interpersonal skills
- Ability to work in a fast-paced environment
- Demonstrates ability to master database hierarchies and identify and extract data needed to solve business questions and identify trends
- Possesses superior analytical, communication and interpersonal skills