Senior Operations Manager

Maintains cost/productivity records.

In this role you will:

• Manage program operations staffing, Account Management commitments, budget, and forecasted hours versus actual hours
• Oversee and manage Call Center KPIs such as: Quality, Staffing, and Service Level
• Analyze data for trends in call patterns, product variability, turnover, hiring, etc
• Manage Program daily and monthly operating metrics within budgeted expense parameters
• Produce monthly operating reports detailing center activity, trend analysis, goals/objective status and special projects
• Communicate with clients the daily operational information.
• Develop, manage, and maintain employee productivity goals against departmental standards
• Coordinate with Site Director on Human Resource recruiting, training, development and retention
• Create consistency in performance and process across multiple clients

We are looking for someone who has:

• At least 3 years of experience as a Sr. Operations Manager in a healthcare account.
• Demonstrated ability to develop leaders and excellent motivational skills
• Strong focus on continuous improvement and operational optimization
• Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment
• Knowledge of Microsoft office programs and multiple operating systems
• Advanced knowledge of call center services industry and best practices, understanding ramifications of call center actions on the business, including revenue, expense and employee dynamics
• Excellent oral and written communication skills, with the ability to effectively respond to questions from managers, clients, and customers
• Knowledge of federal and state call center compliance regulations
• Schedule flexibility and can travel if needed.