Manager Call-Center - (Operations)

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Description - External 

The ideal candidate for the Manager Operations role will have a passion for effectively leading and developing a team of associates with the goal of driving operational strategies that support the growth of the business.  This job can provide excellent opportunities for growth as the candidate may be required to support varying lines of business. Managing associates in completing department functions and ensuring areas of responsibility are delivering cost effective service in a quality manner by providing prompt, accurate, and professional responses. The successful applicant will have a track record managing in a fast-paced environment where competing priorities must be effectively balanced.  The applicant will also have experience demonstrating the courage to honestly lead difficult conversations, coupled with the sensitivity and talent to constructively engage partners to deliver solutions for our customers, clients, brokers, and providers. 

Responsibilities 

• Achieves and maintains preferred standards for the department. 

• Manages work processes, measures for non-conformance and identifies corporate and department policies and procedures in an effort to achieve operational efficiencies 

• Communicates, implements, and interprets corporate and departmental policies and procedures 

• Maintains positive working relationships with internal/external customers, through direct phone contact, written correspondence, and site visits 

• May oversee the development of the Service forecasts and capacity plans. May partner with vendors for performance, alignment, and monitoring of their forecasts and capacity plans. 

• Creates and maintains strong relationships with clients, external consultants and brokers, and the various vendors servicing our products to facilitate and drive successful service results. 

• Approves special consideration and handling for customers 

• Ensures and maintains positive working relationships with group leaders, benefits administrators and account executives 

• Collaborates with various internal departments to ensure that they fulfill all customer requests 

• Selects, develops, appraises, and recommends compensation for associates 

• Manages departmental budgets 

• Manages achievement of service-level goals and key performance metrics in compliance with organizational and regulatory requirements. 

• Manages initiatives, driving cross-functional collaboration that ensures prompt resolution of issues. 

• Develops, implements, and monitors operations policies, procedures, and standards that support the goals and objectives of the contact center. 

• Establishes individual performance goals for direct reports, conducts performance reviews, and provides coaching and counseling. Plans, approves, and implements programs for the development of team members. 

• Analyzes department's performance reports. Reports on the team's progress. Ensures that the team meets productivity, quality, and service standards.