Operations Manager - chart retrievalCotiviti

COTIVITI
 
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
Attributes and Behaviors
Develops and maintains positive working relationships with others.
Shares ideas and information.
Assists the team unprompted.
Takes pride in the achievement of team objectives.
Has credibility with team, peers and senior managers.
Self-motivated - driven to achieve results.
Works with a sense of urgency.
High customer service ethic - is passionate about meeting customer as well as client expectations and improving service levels.
Keeps pace with change - acquires knowledge/skills as the business evolves.
Handles confidential information with sensitivity.
RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS
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.
JOB DEMANDS
Candidate should be ready to work in rotational shifts, including night shift as per business requirement.
Candidate should be ready to work on Saturday or 6th day as per business requirement.
Candidate should be open to occasional requirement to travel (primarily related to training and Company meetings) to India or the US.