Operations Leadership Manager

Job Title

Operations Manager

">Job Description

The Customer Service Director oversees a Medical Contact Center Operations team in a virtual setting. They motivate and engage a large team with diverse skills, responsibilities, and geographic locations to deliver customer-centered service during periods of significant change.

Key Responsibilities

• Lead a team of 8 to 10 Front Line Supervisors and Staff, spanning over 100+ individuals across 24/7 service shifts.
• Direct the overall service-related activities for the team's customer service function, supporting the company's customer experience and operations strategies.
• Initiate people-related projects with Human Resources, including compensation planning, performance management, staffing, employee relations, recruitment, training, teamwork, and employee development.

Operational Excellence

• Interface with other service functions and business units accordingly.
• Direct workforce management to optimize operational efficiencies without compromising the customer experience.
• Implement technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests, developing innovative solutions.
• Anticipate customer needs and proactively develop solutions to meet them.
• Solve complex problems with broad impact on the business.

Leadership and Management

• Develop and manage business plans to achieve objectives.
• Manage external and internal service compliance, identifying risk/compliance opportunities, and support assessment and mitigation of identified risks, responsible to corporate risk and other compliance functions.
• Identify, analyze, and drive service expense opportunities by employer group and by account, delivering short- and long-term savings to the company and customers by enhancing the service experience.

Organizational Development

• Act as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency.
• Develop direct reports through coaching, delegation, and guidance to master current roles and expand their influence for more responsibility or another client role.
• Foster improved Customer Experience through coaching, guidance, and identification/execution of operational improvement opportunities, collaborating with Quality and Coaching to enhance overall audit performance on customer surveys.

General Safety and Security

• Protect the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensure confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.

Competency Requirements

• Strong operational orientation and competence, demonstrated influential leadership in highly matrixed operations organizations.
• Proven results in leading an organization and peers through changing business and/or operations priorities.
• Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
• Ability to motivate, inspire, and rally a team around a common vision.
• Exceptional verbal and written communication skills, with demonstrated ability to research, problem solve, trouble shoot, lead, influence, and partner across a matrix organization.

Key Competencies

• A High School Diploma or equivalent is required; a Bachelor's Degree is preferred.
• At least 5 years of experience in managing within a Contact Center or Call Center Operations Management environment are required.
• Experience in leading multi-channel virtual operational teams is essential.
• Leading in a Customer Centric culture with strong customer service orientation is crucial.
• Experience with Net Promoter Score (NPS) is preferred, along with a proven history of improving an operation's overall effectiveness and efficiency while enhancing the customer experience.

---