Essential Functions and Responsibilities:
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
- .
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementation
- s.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrad
- es.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedu
- res.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective act
- ions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and t
- rends.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing up
- grades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional so
- cieties.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accompl
ishments.
Minimum Qual
- ifications:Candidate must possess at least a Bachelor's/College Degree i
- n any fieldAt least 2 years of experience as an Operations Manager handling a Healthcare Insurance program is required for th
- is positionWith experience in Custo
- mer ServiceStrong Verbal Co
- mmunicationStrong Customer Focus and Custo
- mer ServiceEngages in Process
- ImprovementStrong Problem-Sol
- ving SkillsGood People
- ManagementManag
- ing ProcessEmphasizing
- ExcellenceApplicants must be willing to
- work onsiteCan
start ASAP
