Assistant Operations Manager - Call Center

This position is responsible for assisting with the overall management and leadership of the site call center operations and participant education process. In the absence of the operations manager, the incumbent is responsible to act on the operations manager’s behalf as the site leader. The incumbent will lead a team of clinical and/or enrollment managers, their teams and other personnel as assigned. Maintains confidentiality of all privileged information.

PRINICIPAL DUTIES:

SCOPE OF SUPERVISION: Direct: 8-10 Team Managers, Clinical and/or Enrollment Indirect: CNC, HE and Enrollment Teams


Manages subordinate managers(s) who manage employee(s); is responsible for the overall direction, coordination and evaluation of these teams. Also directly manages non-supervisory employees. Carries out managerial responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
REQUIREMENTS
Five plus years management and executive level experience in a call center environment, to include managing both exempt and non-exempt employees. Experience in championing change, motivating persuasively, and getting results.

Skilled in communications – verbal, written, facilitation, and presentation.

Proven effective leadership ability.

Self-directed and proactive.

Ability to manage/organize people and process.

Strategic thinking and decision making skills.

Strong inspirational and motivational skills.

Strong team building skills.

Strong analytical and problem solving skills.

Proven ability to create and execute effective plans on time and within budget.

Ability to deal with a broad range of interpersonal situations using effective listening and negotiating skills.

Ability to communicate LifeMasters’ products, mission, and values, to motivate, and create a positive atmosphere for change.

Knowledge of quality improvement processes.

Intermediate to advanced PC knowledge including proficiency in word processing, spreadsheet, e-mail, and Internet access.

Ability to operate in areas using a variety of high-technology integrated systems.

EDUCATION:

Bachelor's degree in Health Sciences, Business Administration, Information Technology or related area or equivalent combination of education and experience.

BENEFITS:

We offer an excellent benefits package including: 20 days paid time off (PTO); paid holidays; education assistance; medical, dental, vision, life, AD&D, and long-term disability insurance; and 401k with company match.


AA/EOE/M/F/V/D