Operations Manager (Voice)
Operations Manager (Voice)
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
RESPONSIBILITIES:
- Leads and directs a staff of 4-5 team leaders/supervisors that will have individual teams consisting of no more than 25 employees span of 60-80 FTEs
- Ensure calls from patients for multiple client hospital sites are answered within the client service levels and handled in a quality manner. Team may consist of no more than 25 employees
- Oversee and manage contact center performance to ensure contractual SLAs are met consistently
- Serve as a mentor to current team leaders/supervisors and all CSR employees by consistently displaying the R1 values
- Develop and implement recommendations and provide formal feedback on project results and team performance to management.
- Supports new client expansion development and implementation.
QUALIFICATIONS:
- 3 5 years experience in delivering customer service in a hospital or health care call center environment as an Operations Manager
- Bachelors Degree or equivalent experience
- Outstanding time management skills and the ability to simultaneously manage multiple tasks while remaining self-directed.
- Experienced leading and managing employees in a high contact center environment.
- Certified revenue cycle management experience preferred
- Prior continuous improvement experience utilizing Lean Six Sigma toolspreferred
Required Experience:
Manager
Employment Type
Full-Time
