Call Center Operations Manager

3 weeks ago

Orlando, United States Falck Full time

You must reside in Lake Mary or Orlando, FL.*


Falck Global Assistance is a business unit of the Falck Group – a company headquartered in Copenhagen, Denmark. Our services are used by numerous companies in various business sectors to deliver end-to-end medical and security support to business and leisure travelers and expatriates. Falck Global Assistance ensures that our customers are always in safe hands, wherever and whenever they travel, 24 hours a day, 365 days a year.


This is an exciting opportunity for bright and compassionate professionals who are interested in helping our customers navigate complex challenges as they cope with medical emergencies while traveling overseas. The environment and some of the leadership tactics are very similar to call center management; however, the content of the cases handled by our coordinators involves coordinating care and services via a preferred provider network and each case is directed by our Medical Staff. We work in teams to keep families updated on rapidly changing circumstances, and our assistance includes coordinating transportation for our customers’ journeys home. Every day you will travel virtually to different countries around the globe and you will learn about global healthcare standards and cultural differences. Manager is an excellent role for leaders who want to play an integral part in managing and developing our Assistance Coordinators and ensuring the quality of the service we deliver.


This role is a salaried position. The schedule for this position will be for the dayshift hours with flexibility Please note that all staff will be needed to rotate coverage for weekends and occasional holidays so that the operation can remain open 24 hours a day, 365 days a year.


Position Description:


  • Serve as a role model for those on the team and be available to support the staff with questions, concerns, and advice.
  • Facilitate a culture of open and honest communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practices.
  • Build an environment which supports the spirit of teamwork, where associates are committed, loyal and take pride in working for the company.
  • Continuously monitor calls and cases across a sample of transaction types to ensure performance metrics are consistently achieved.
  • Continually review and monitor work performance of all associates against agreed KPIs.
  • Ensure associates are recognized and rewarded for outstanding achievements/performance in line with the company’s mission and values.
  • Handle escalated calls and or cases
  • Work with the leadership team to identify and propose solutions for process improvement; lead initiatives in the department to improve quality, efficiency, and effectiveness.
  • Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
  • Manages day to day business of the operations department while balancing the responsibilities
  • Works with Operations leadership team to help set and meet daily and quarterly goals
  • Assists with the management of supervisors and front-line employees
  • Plays a significant role in long-term planning, project status reporting, and implementing change control processes.
  • Works closely with Director on other special planning and departmental projects.
  • Oversees and reports weekly, monthly, quarterly, and annual metrics.
  • Identifies trends and assess opportunities to improve processes and execution.


Knowledge, Skills, Abilities, and Other Competencies:


  • Natural, consistent, confidential, and fair leadership abilities
  • A passion for helping to develop people, impart knowledge and educate, and build strong teamwork
  • Ability to work independently and think critically and creatively about how to overcome obstacles presenting in cases.
  • Is a role model and motivator of people to stretch their abilities
  • Excellent oral and written communication skills
  • Excellent organizational and time management skills
  • Able to work comfortably and quickly with typical office software including Microsoft Word, Excel, and PowerPoint.


Candidate Requirements:


  • Written and Oral fluency in English
  • B.A. or B.S. degree preferred Job Type: Exempt Full-time Experience:
  • A background in Health Insurance, Travel Insurance, Assistance, Disaster Relief, Hospitality, and/or Travel industry is preferred but not required.
  • Minimum of 10 years management experience
  • Process improvement, quality assurance, and change management experience is helpful.
  • Experience working in a contact center environment is helpful.


Falck is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

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