Operations / Contact Center Manager

Overview

Overall Purpose: The Operations Manager provides leadership, direction and decision making in a high volume, fast paced, front line client service environment. They will ensure delivery of consistent quality customer service experience for our Group Benefits Ops members, and providers who contact the Client Care Centre by ensuring the Client Care Representatives (CCRs) are motivated, coached, developed and skilled to meet the CCC’s performance targets. The delivery of service requires a strong execution of our management operating system, which is essential in our highly structured and fast paced work environment. The Manager reports to the Head of Contact Centers and is responsible for the direct management of teams to deliver a consistent customer service experience, delivering on all key performance metrics.

• Execute the management operating system requirements for forecasting, planning, follow up reporting and evaluation
• Communicate effectively to ensure consistent experience for the representatives and members
• Interact directly with members, as required
• Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
• Analyze metrics and ensure Supervisors are taking appropriate and timely action
• Understand and deliver on all key performance metrics virtually
• Understand and deliver on key financial objectives
• Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
• Provide leadership, coaching, and mentoring to the Supervisors to develop their competencies and position them for success
• Championing the coaching model
• Foster a work environment that values the people and encourages participation, creativity, learning and accountability
• Responsible for employee recruitment to meet business objectives
• Ensure team adopts and sustains change
• Identify opportunities for process and system improvements
• Communicate openly with team ensuring messages and initiatives are clearly understood
• Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies
• Partner with other areas to promote understanding and knowledge exchange between business units

• Proven Client Service Skills
• Results oriented and with proven leadership capability
• Ability to influence change through positive motivation
• Ability to build consensus with a decision-making process
• Capable of working in a structured and tactical management operating system
• Strong coaching, leading and performance management skills
• Able to build sustainable processes and identify continuous improvement opportunities
• Capable of building supportable business cases to justify change based on logic and understanding
• Excellent Change Management skills
• Strong communication skills (verbal and written)
• Strong team player / team building skills
• Strong organizational and decision-making skills

• Understanding of Six Sigma and/or Lean environment
• Experienced in leading client experience-based processes on CSAT and NPS
• Highly skilled with MS Excel/Word and PowerPoint
• Experience in transitioning new processes will be an advantage

• Bachelor's degree
• At least 2 years’ recent experience as an Operations Manager supporting a Healthcare Insurance account
• At least 5 years leadership experience
• Strong analytical and problem-solving skills
• Outstanding communication skills – written and verbal
• Ability to deal with stressful situations
• Ability to deliver difficult news in a tactful and sensitive manner
• Critical thinking and stellar customer service skills
• Adaptability, flexibility and strong decision-making skills
• Demonstrated ability to lead through change
• Strong communication and interpersonal skills
• Solid organizational and motivational skills
• Good presentation skills
• Must be Work From Home enabled, and with stable internet connection (at least 25mbps)