LYP Health Management Hiring for Operations Manager at Cincinnati, OH Full Time

Are you looking to lead a team in a fun work from home environment? Do you have at least 3 years of supervisory experience? Are you willing to travel to Cincinnati as needed? Join LYP’s Operations Team today!

The Operations Manager is responsible for all business operations related to team and Associate performance; tracking call trends, workflows, and maintaining optimum service levels. The Operations Manager will utilize all available data from key information systems (related to the call center statistics, workflow, quality, and client documentation) to build and maintain teams aligned with our core values and our client’s expectations. The Operations Manager will lead the Supervisors of each contact center team to create a supportive, efficient, and productive work environment with an emphasis on quality. Their focus will be to “coach up” Supervisors and Associates to learn and grow within their position. The Operations Manager will work directly with Human Resources and the Workforce Manager to review and address any staffing trends, attendance issues, and recommendations for staffing needs. The Operations Manager will partner with Client Success to provide seamless communication of requirements, adjustments to the workflow and any other pertinent information from the client to the teams to maximize service levels.

Job Responsibilities:

• Manage, monitor, and support day-to-day activities of contact center Associates alongside Supervisors, focusing on service levels, quality, customer service and efficiency. Provide feedback/coaching to Supervisors and Associates where necessary
• Specific client operational oversight responsibilities as assigned by CEO; accountable for resolving performance issues of associate by client
• Mentor and support Supervisors within their roles with the goal that each employee has a supported and empowered leader at the helm of their team
• Responsible for oversight and development of Supervisors, accountable for Supervisors completing their job duties in their KRA and as assigned
• Train and develop Supervisors in their role utilizing LYP coaching standards, guidelines and documents
• Ensure accountability of each Supervisor; conduct spot checks of Associate time cards and Paycom documentation verifying associate coaching/check-ins/disciplinary actions
• Monitor contact center stats; including but not limited to, hold/queue times, off-the-phone work, after-call-work, handle time, etc. to adhere to organizational metrics and standards
• Collaborate with Workforce to review attendance trends, staffing needs, etc. to ensure proper coverage for optimal service levels. Maintain Source of Truth / Position Control in conjunction with Workforce to provide up to date staffing across the division
• Work with Supervisors and Client Success to determine appropriate ranges and performance standards based on the client and their workflow
• Partner with Quality to ensure workflow, guidelines and service are properly followed by each agent. Provide coaching to associates and teams as needed to achieve optimal results and patient/client satisfaction
• Collaborate with WorkForce and Human Resources to determine staffing/hiring needs. Coordinate with Human Resources, WorkForce and Employee Success as new hire classes are onboarded to provide a seamless experience for new Associates
• Partner with Employee Success to continually grow and expand the new hire training program to include more client specific information, and a re-training or refresher program for existing Associates
• Work in partnership with IT (and Development) to ensure technical and phone issues are addressed in a timely manner which allows little to no down time for the Associate
• Responsible for client/account success; ensuring metrics and quality are being met by Associates on assigned accounts
• Responsible for client/account financial success; ensuring effective coaching and leadership for quality and “never events”

Qualifications:

• People Management
• Multitasking while utilizing various key information systems for monitoring the operations of the Contact Center. This includes but is not limited to:

• Contact Center dashboards
• HRIS
• Scheduling Software
• SharePoint
• Office365

Experience:

• 5-7 years experience in an Omni Channel Contact Center with a minimum of 3 years in a supervisory role leading a team

Education:

• Bachelor’s Degree or equivalent work experience

Travel:

• If you are a candidate that is not local to the Cincinnati area, travel will be required