Sr, Operations Manager, Call Center - Port St. Lucie, FL

Sr. Operations Manager, Call Center

Overview of Position

The Senior Operations Manager will provide leadership to the day-to-day and strategic operations of multiple accounts consisting of teams of contact center agents, team leaders, and supervisors.

As a Senior Operations Manager, you will be responsible for the overall management of various healthcare programs, which includes all processes and services within the division.

This includes regular monitoring of site performance through available standards and metrics ensuring that the company’s goals and objectives are achieved.

What will be my duties and responsibilities in this job?

• Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Direct involvement in recruitment, selection, onboarding and ongoing skills development for all direct reports, ensuring Change Healthcare attracts and retains the best talent.
• Overall responsibility for Supervisors and in some cases team leads who are responsible for managing the day-to-day operations of a team of agents handling patients questions and issues.
• Conduct client weekly, monthly and quarterly performance reviews.
• Foster a culture of open and honest communication with employees, client, peers and management.
• Management of any client escalations relating to the operational team’s performance
• Oversee a well-executed monitoring process that ensures a high level of quality
• Identify and resolve customer issues as well as participate in routine communications with clients to ensure complete customer satisfaction
• Make recommendations and implement changes to improve service efficiency, while maintaining budget requirements
• Develop and ensure the generation and analysis of daily, weekly and monthly reports to be used by management and clients to assess and improve the operations
• Evaluate current reporting tools and performance measurements and make continuous improvements as needed
• Develop and maintain a comprehensive working knowledge of the company systems
• Work with Senior Management in development of short and long-term business and strategic plans and organizational structure within the Contact Center
• Participate in projects as necessary

What are the requirements needed for this position?

• 5+ years previous experience in managing large complex contact centers
  

What critical skills are needed for you to consider someone for this position?

• Experience with recruiting, discipline management and termination process
• Must have experience in coaching, mentoring and fostering a positive work environment
• Must have proven experience dealing with conflict management
• Knowledge of Microsoft applications, including Word, Excel, Access, and PowerPoint required
• Ability to acquire and maintain an in-depth knowledge of company operations, systems, contract guidelines and other required policies and procedures
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Ability to handle confidential information in a professional manner
• Ability to make sound business judgments
• Excellent interpersonal skills and ability to work with and manage a variety of people
• Excellent communication skills both written and verbal
• Excellent public speaking and presentation skills
• Strong leadership and analytical skills
  

What other skills/experience would be helpful to have?

• Healthcare contact center experience a plus
• Understanding of EMR’s a plus
• Understanding of P&L is a plus

What are the working conditions and physical requirements of this job?

• General office demands

How much should I expect to travel?

• Very minimal travel
• Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.