Assistant Manager - Operations
Assistant Manager - Operations
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Direct Agents to ensure customer satisfaction improve overall efficiency and lower abandonment rate.
- Meet if not exceed all service levels through effective planning and forecasting
- Coach mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress
- Synergize with other departments namely: Human Resources (HR) Training and Quality Assurance (TQA) Finance and Administration and Information Technology (IT) to ensure success
- Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
- Conduct regular staff meetings to discuss the accounts status and progress keeping the management team abreast with the latest developments
- Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
- Work with the HR department to recruit quality agents retain employee talent and maintain smooth interpersonal relationships
- Create a culture of compliance work ethics and integrity within the program by being a role model to all employees
- Perform other duties and responsibilities that may be assigned from time to time
- Envision the programs future and implement plans strategies and policies to guide and direct employees to achieve it.
- Supervise and coordinate the programs operations and make sure employees have the resources needed to do their jobs.
- Establishing organizational compliance and control standards to ensure company staff follow ethical business practices.
- Establish and maintain operational performance metrics based on identified service level agreements
Qualifications :
- Has minimum of 23 years of experience dealing with customers providers and /or members via the telephone.
- Has a previous Leadership and/or work experience.
- Prior experience in Healthcare Services is required.
- Excellent verbal/written communication skills and presentation skills including the ability to handle interactions with facility personnel providers members and various internal departments in a professional manner.
- Be a highly motivated individual that can work effectively independently and meet deadlines in an atmosphere of multiple projects and shifting priorities.
- Possess effective analytical/problem solving skills.
- Ability to use PCbased wordprocessing database and spreadsheet.
- Possess extensive knowledge of medical terminology and anatomy.
- Subject matter expert on all contracts maintained by Assessment unit.
- Ability to speak English fluently is preferred.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
