SCOPE OF ROLE

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

ROLE RESPONSIBILITIES

The Manager, Health Plan Operations Contact Center - Job description is intended to point out major responsibilities within the role, but it is not limited to these items:

• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; Develop and performance manage direct reports
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Other duties and responsibilities as assigned

SUPERVISORY RESPONSIBILITIES

This position has supervisory responsibilities

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE

• Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence
• Ten (10) years of experience in customer service operations management role
• Five (5) years of direct supervisory experience is highly preferred in Contact Center Environment
• Proficiency in Microsoft Office Suite

PROFESSIONAL COMPETENCIES

• Collaborative and relationship-driven style in building effective data transmissions between entities
• Able to demonstrate ability build new processes & process improve
• Positive attitude towards problem solving and have the proven ability to learn quickly and work independently
• Strong Verbal communication
• Strong Service Excellence focus

LICENSURES AND CERTIFICATIONS

• No licensures and/or certifications are required for this role.
• Potential Travel Required

WORK ENVIRONMENT

The majority of work responsibilities are performed in an open office setting, carrying out detailed work sitting at a desk/table and working on the computer. Some travel may be required.