Sr. Manager, Service Operations
Current• Maintains oversight of functions in local service center; including quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems• Plans, directs and implements procedures that will assure a high level of customer satisfaction• Assesses individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met; includes completion of monthly and annual scorecards• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together• Creates and maintains tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers• Develops, trains motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service while ensuring that quality standards are met. Is visible and available to staff to answers questions, monitor calls and give ongoing feedback• Acts as liaison between staff and other areas, including senior management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions• Develop and mentor supervisors, team leads and CSR’s; monitor performance; identify developmental needs; and conduct performance appraisals for direct reports• Develop and enforce guidelines and procedures for attendance, scheduling and performance expectations of service staff• Make continuous work process improvements supporting first call resolution, yet maintaining efficient handle time, after-call work time, and idle time through call reduction initiatives and effective management of staff resources• Assure all staff is HIPAA compliant with regard to handling Private Health Information
