Manager Call Center Business Operations

Major Responsibilities:

• Manages the overall business and infrastructure operations of multiple call center sites, including functionality, inventory and adherence to contract stipulations and timelines.
• Instructs, guides, advises, assigns and reviews progress and accuracy of work. Leads day to day activities of the technical staff to ensure resources are effectively used and proper staffing levels are maintained.
• Provides insight in support of system initiatives and business development. Analyzes proposed programs and expansions, providing feedback and direction to decision makers.
• Provides analytical and problem resolution. Independently investigates complex problems. Evaluates application effectiveness and/or performance. Identifies potential risks and proactively resolves issues. Inspects current processes and recommends new methods. Prepares metrics on call center performance.
• Establishes and maintains positive customer relationships. Manages client expectations and establishes positive working relationship with customers. Provides insight for service level agreements based on technical capabilities and capacity.
• Prepares project plans, which include definition, scope, resources and schedules. Prepares detailed project timelines and budget estimates. Completes programs and projects within established budget and deadlines. Works with change management for documentation of go-lives.
• Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
• Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.
• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.

• None Required.

• Bachelor's Degree (or equivalent knowledge) in Business Management or related field.

• Typically requires 5 years of experience in a support center environment, preferably within the health care industry. Includes 1 year of supervisory experience in management of overall support center operations and staff.

• Experience working on moderate to complex system and business application issues and processes, including analysis, defining business and user requirements, acceptance testing, documentation and support of business.
• Experience utilizing managing applications and technical components of telephony and information systems, including basic hardware, platform, infrastructure, connectivity, interface design, operating systems and database.
• Ability to mine and analyze data and format the same into appropriate format using standard software.
• Demonstrated leadership abilities to include project/staff coordination and motivating staff toward common goals.
• Demonstrated ability to lead and mentor staff with the ability to relate to staff and mentor new and existing staff.
• Strong written and verbal communications skills.
• Ability to provide oversight of multiple systems. Knowledge of computer operations and well versed in the arena of customer service.

• Exposed to a normal office environment.
• Must be able to sit or stand for extended periods of time.
• May have to lift and/or move equipment as needed.
• Operates all equipment necessary to perform the job.