Sr. Operations and Workflow Manager - (Topeka, KS)

Essential Duties and Responsibilities:

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

- Provide action plans and timelines for performance improvement as needed.

- Maintain updated knowledge of 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 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 compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.

- 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.

KEY FUNCTIONAL COMPETENCIES

Operations Management
-Workforce planning and staffing optimization.
-Capacity planning and forecasting.
-Workflow design and process improvement.
-Queue management and workload balancing.
-Business continuity planning.
-Operational risk management.

Eligibility Operations
-Understanding of eligibility determination processes.
-Knowledge of Medicaid eligibility rules and regulations.
-Experience managing production environments with accuracy and timeliness requirements.
-Familiarity with case management systems and workflow tools.

Contact Center Operations
-Call center metrics and performance management.
-Workforce management principles.
-Service level management.
-Escalation management.
-Quality assurance programs.
-Customer experience improvement.

Reporting and Analytics
-Ability to interpret operational performance data.
-Experience using dashboards and reporting tools.
-Root cause analysis.
-Trend identification and corrective action planning.
-Executive-level reporting.

Minimum Requirements

- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

- Three (3) or more years of people management experience.

- Bachelor's degree in Business Administration, Public Administr...