Senior Operations Manager

Description & Requirements

The Senior Operations Manager will support project operations, working with other Senior Manager across the entire spectrum of the Cover VA Project, including Backoffice, Call Center, Eligibility, Mailroom, Quality and Appeals.

This person has the key responsibility to ensure that the contractual requirements and project goals are met across the program while managing to the financial success of the program.

Please note this is a onsite position in Richmond, VA.

Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure performance metrics are met

-Provide action plans and timelines for performance improvement as needed

- Maintain updated knowledge of the call center performance requirements as well as corporate and project policies and procedures.

Provide updates to staff regarding these policies and procedures- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored

- Monitor performance goals and objectives for the call center staff and complete related reports

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership

- Monitor call center compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed

- Responsible for identifying and resolving issues, problems, and concerns with employees

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary

- Provide direction to staff when complaints are escalated to management level

- Performs other duties as required by Project leadership

- Maintain active and professional communication with project contacts to ensure project goals are met successfully.

- Collaborate with project management staff and leadership to ensure departmental performance and operational goals are met.

- Actively manage any issues or concerns brought up by clients or project staff and provide immediate and effective resolution.

- Communicate on a weekly basis with respective supervisors to ensure all required tasks and assignments are being adhered to and completed.

- Serve as a resource to staff by properly managing and resolving departmental escalated issues as well as policy and procedure clarification and support.

- Participate in the development and review of program materials and resources.

- Monitor an...