Call Center Operations Manager

This role ensures that team members meet service, quality, and productivity standards, while also fostering employee development, engagement, and operational efficiency.

Position Summary

The Manager Operations is responsible for overseeing the performance, productivity, and quality of assigned Care Coordinators, Leads, Patient Care Advisors, and Engagement Specialists. This role ensures that team members meet service, quality, and productivity standards, while also fostering employee development, engagement, and operational efficiency. The Operations Manager collaborates with internal stakeholders to resolve issues proactively and ensures seamless member experience.

Responsibilities and Duties

1. Monitor and ensure adherence to quality and productivity standards through regular call monitoring audits, coaching, and performance reviews.
2. Identify performance gaps and implement corrective action plans, coaching, and counseling as necessary.
3. Analyze key performance metrics and provide insights to optimize team performance and service delivery.
4. Foster employee development through training, mentoring, coaching, and performance feedback.
5. Ensure team members receive ongoing training through various media to support professional growth and service excellence.
6. Promote a positive and inclusive work environment, adapting communication styles to accommodate diverse personal, professional, cultural, and socio-economic backgrounds.
7. Collaborate with internal departments to identify, address, and resolve operational challenges before they escalate.
8. Maintain a strong working relationship with cross-functional teams, ensuring seamless coordination and issue resolution.
9. Respond to 24/7 service needs, ensuring timely follow-through and resolution of escalated issues.
10. Oversee recruitment, onboarding, and training of new team members to meet operational requirements.
11. Assess staffing needs and make recommendations to Senior Management regarding workforce planning and capacity management.
12. Contribute to continuous process improvement initiatives to enhance efficiency and service quality.
13. Perform other duties as assigned to support business needs.

Qualifications

• Bachelor's Degree
• Minimum of 5 years of experience in a BPO or call center customer service environment.
• Experience in health insurance and managed care is preferred.
• Minimum of 3 years of managerial experience leading customer service teams.
• Strong leadership, coaching, and performance management skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced, high-pressure environment with a commitment to operational excellence.
• Strong interpersonal and communication skills, with the ability to adapt to diverse audiences.
• Willingness to work a flexible schedule, including responding to service needs 24/7 as required.