Senior Operations Manager – Hybrid

• Oversee the daily operations of a team to ensure performance metrics are met
• Provide action plans and timelines for performance improvement
• Maintain knowledge of performance requirements and corporate and project policies and procedures, and update staff
• Evaluate training needs to maintain staff knowledge of multiple programs
• Collaborate with customers to ensure communication, cooperation, and timely issue resolution
• Address inadequate quality issues with supervisory and management teams regarding monitored-call reviews and corrections
• Monitor staff performance goals and objectives and complete related reports
• Update leadership on quality, training, policy, procedure, staff, and departmental performance issues, escalating to Project leadership as needed
• Monitor compliance with ISO standards as applicable
• Implement corrective actions to ensure consistent application of laws, regulations, policies, and procedures
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions
• Identify and resolve employee issues, problems, and concerns
• Recommend policy changes, establish procedures, and assist with process improvements
• Provide direction to staff when complaints are escalated to management
• Perform other duties as required by Project leadership

• Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience, or equivalent combination of education and experience
• Three or more years of people management experience
• Prior call center experience preferred
• Prior Medicaid Enrollment experience preferred
• Internet speed of 25 Mbps or higher
• Internet connectivity via Wi-Fi or Category 5 or 6 Ethernet patch cable to the home router
• Must currently and permanently reside in the Continental US

Demonstrates strong leadership in overseeing team operations, ensuring performance metrics are met while maintaining compliance with ISO standards. Capable of evaluating training needs, implementing corrective actions, and fostering effective communication with customers and staff.

• People Management Experience
• Performance Improvement Planning
• Call Center Operations
• Medicaid Enrollment Knowledge
• ISO Compliance Monitoring

• Performance Metrics Management
• Training Needs Evaluation
• Corrective Action Implementation
• Performance Appraisal Writing
• Policy Change Recommendation

• Effective Communication
• Problem Resolution
• Team Collaboration
• Leadership Direction

• Call Center Experience
• Medicaid Enrollment
• ISO Standards Compliance

• Wi-Fi Connectivity
• Ethernet Patch Cable