Sr. Operations Manager - (Hybrid-Remote)
Requirements
The Sr. Operations Manager oversees the daily operations of a team to ensure performance metrics are met. They provide action plans and timelines for performance improvement as needed. They maintain updated knowledge of performance requirements as well as corporate and project policies and procedures. They provide updates to staff regarding these policies and procedures. They evaluate the need for training to ensure that staff maintains current knowledge of multiple programs. They collaborate with customers to ensure open communication, cooperation, and timely issue resolution. They address inadequate quality issues with supervisory and management teams in relation to reviews and corrections of calls monitored. They monitor performance goals and objectives for staff and complete related reports. They provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership. They monitor compliance with ISO standards as applicable. They implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures. They monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed. They recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary. They provide direction to staff when complaints are escalated to management level. They perform other duties as required by Project leadership.
Qualifications
- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
- Three (3) or more years of people management experience.
Preferred Skills And Qualifications
- Prior Call Center experience
- Prior Medicaid Enrollment experience
Home Office Requirements
- Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
Pay
Minimum Salary: $82,000.00
Maximum Salary: $90,000.00