Operations Manager - US Healthcare

PRINCIPAL DUTIES/ RESPONSIBILITIES: Operations Manager is required to oversee the day-to-day operational activities and proper functioning of call center operations. This includes ensuring that the team delivers as per set expectations while maintaining the required quality standards and achieving business SLA’s and KPI’s while aiming for maximum efficiency and cost-effectiveness

JOB RESPONSIBILITIES:

• Develop objectives for the call center’s day-to-day activities

• Conduct effective resource planning to maximize the productivity of resources (people, technology etc).

• Effectively lead a team of 4-5 Team Leads and 60-80 production associates for a contact center project

• Collect and analyze data. Prepares reports for different departments, upper management, or clients

• Analyze volume pattern and share trends or highlight variation to the process lead. Develop

• strategies to handles high volume situation

• Assume responsibility of budgeting and tracking expenses

• Hire, coach and provide training to personnel to maintain high customer service standards

• Evaluate performance with key metrics that will help with program SLA

• Actively involved in client communications

• Minimizes absenteeism and controls attrition within the team by creating the right environment for them to work in.

• Liaison between support function and Operations to ensure smooth functioning of day-to-day activities

• Supports BU/LOB lead in transition efforts for new work queues or expansion efforts across multiple locations

• Coordinates with the India leaders for business updates and routine operations.

REQUIRED SKILLS & EXPERIENCE:

• Bachelor’s degree or equivalent is mandatory

• Should have at least 2 years’ experience as Operations or Delivery manager in a contact center

• environment handling voice or non-voice projects for US based client

• Experience in US Healthcare preferred

• Strong ability to budget and perform financial analysis.

• Strong knowledge of performance evaluation techniques and customer service metrics.

• Driven and result oriented.

• Strong problem-solving ability and analytical skill.

• Excellent multitasking, time management, and leadership skills.

• A solid understanding of data crunching, eye for details and meticulous with documentation.

• Strong analytical, critical thinking and problem-solving skills.

• Excellent verbal and written communication skills.

• Computer proficiency in Microsoft Office (Word, Excel, Outlook) is required; Access knowledge is preferred

• Knowledge of QC tools is mandatory

• Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads.

• Comfort in working with team members that are remote and located in the US, India or other geographies.

• Self-motivated and should have a drive to succeed

• Must be detail-oriented and flexible to work in a fast-paced, dynamic environment