Operations Manager (BPO Experience)

• Create strategic operations plans with actions to accomplish goals
• Manage financial metrics including but not limited to incentives, unpaid agent time, non-billable training hours within allowable level and maintain support staff ratios
• Create a culture of empowerment that is fun but has the proper sense of urgency to accomplish goals and objectives
• Ensure proper staffing levels are maintained and we are not overstaffed or understaffed to meet program needs and KPIs.
• Ensure goals are attainable and measure EFFECTIVENESS and EFFICIENCY. Revisits targets and goals periodically both efficiency and effectiveness metrics
• Train, develop and hold Operations Assistant Managers, supervisors and quality staff accountable for independently meeting program and team management objectives.
• Ensure client objectives are met and develop troubleshooting skills with the support staff.
• Ensure support staff consistently manages to program and team objectives independently.
• Work with client services to ensure proper information and materials are received to ensure successful program management and client satisfaction
• Ensure client services receives timely and accurate feedback and suggestions
• Work with client services & E-learning Designer to ensure proper training materials and resources are developed and utilized on programs.
• Ensure root cause analysis and goal setting are utilized and followed up on. Ensure systems, process and people are evaluated and tools for success are evaluated and utilized. Ensure RCAs are not ANALYSIS they always have ACTION associated with the ANALYSIS outcomes.
• Conduct daily allocation, performance accountability and weekly business reviews to drive results.

QUALIFICATIONS:

• Medical background, training or experience preferred
• 5+ years’ experience in operations management or similar role preferred
• Working knowledge of how Insurance Verification and Prior Authorization Requests are processed preferred
• Call center experience preferred
• Knowledge of Windows application, Microsoft Word and Excel, or similar software applications, proficiency preferred
• Strong communication skills required
• Knowledge of customer service programs and databases
• Good understanding of operations management
• High service orientation

Benefits:

• Additional leave
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee