Manager, Call Center Operations

at  Carenet Health

POSITION SUMMARY

The Mgr, Client Ops is responsible for directly supervising and coordinating the day-to-day activities of the Operations and Account Management employees to ensure optimal level of call center operations, quality, customer services and sales metrics are achieved, and client needs are being consistently met. Maintains adherence to Carenet company policies, procedures, and philosophies.
Responsibilities:

QUALIFICATIONS

• Associate’s degree from a two-year college or technical school, or equivalent combination of education and experience.
• Three years of related supervisory call center experience and/or training.
• Strong communication and interpersonal skills, with the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Strong math skills, with the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Solid judgment skills and the ability to solve problems effectively.
• Proficiency in Word Processing, Spreadsheets, E-mail, database software, and Internet software. Ability to handle multiple line phone systems, pagers, and paging systems preferred.
• No certificates or licenses required.

• Directs and manages Operations and Client Management employees which may include assigned Team Managers, Leads, Account Managers, performance to ensure a balance of optimum Performance results, productivity, quality and service level goals are maintained at all times
• Actively involved in the recruitment and hiring of new employees including staff planning and workforce management.
• Continuously review contract management ensuring total understanding of scope of services being provided and financial and contractual parameters agreed upon.
• Oversee pricing and technical estimates provided to client ensuring any financial issues are researched and brought to resolution with client and/or internal contacts prior to becoming problematic
• Responsible for staffing assigned management and all other Operations positions.
• Monitors and observes calls for quality assurance and adherence to policy and procedure, providing real-time coaching and development, identifying trends and providing education on an individual or group level. Ensures assigned staff adheres to Call Quality guidelines and requirements.
• Mentor and motivate team to enhance their skill level. Reward individuals through the creation of incentive and motivational programs.
• Analyzes activity and statistical operational data, including call volume, service level standards, performance, and quality metrics.
• Primary point of contact for team and departmental questions, issues and escalations.
• Continuously evaluates process and procedure making recommendations for performance and quality improvements plus cost saving methods.
• Plans and prepares employee work schedules to ensure accuracy and efficiency.
• Assists in developing and maintaining new policies, procedures and training programs.
• Works closely with team managers and Account Management on the planning, implementation, and maintenance of client programs.
• Responsible for maintaining the Carenet culture.
• Responsible for ensuring the progression of assigned staff through horizontal and vertical career pathing. Escalates problems and recommendations with service expectations to Carenet leadership.
• Respond to 24-hour/7-day-a-week service needs ensuring follow-through resolution of issue.
  Qualifications: