Senior Call Center Operations Manager
3 days ago
About Conduent State & Local Solutions, Inc.
We are a leading provider of mission-critical services and solutions to Fortune 100 companies and governments. Our team is dedicated to delivering exceptional outcomes for our clients and the millions of people who rely on us.
Job Description:
We are seeking an experienced Senior Call Center Operations Manager to lead our Iowa Member Services team. As a key member of our Government Solutions Team, you will be responsible for driving contractual performance measures and operational profitability.
Responsibilities:
- Manage a team of 30+ associates to deliver Service Level Agreements (SLAs)
- Coach team members for continuous development and growth
- Optimize revenue and reduce penalties through effective management
- Deliver quality, productivity, and compliance KPI reports
- Resolve technical, operational, and organizational problems
- Identify process improvement opportunities and deploy action plans
- Develop and implement delivery strategies and service line penetration
- Ensure compliance with all policies, procedures, and standards
Qualifications:
- Possess a bachelor's degree or equivalent relevant experience
- Show four years' experience managing call center operations in a healthcare environment
- Have experience successfully managing a call center team
- Display successful history of call center operations soft skills and quality management
- Have knowledge of HIPAA rules and requirements
- Demonstrate broad technical expertise and industry knowledge
- Demonstrate excellent verbal and written communication skills with ability to liaise between internal and external stakeholders
Benefits:
- Remote work flexibility to maximize time and convenience
- Flexible working hours to balance home life and work
- Health and welfare benefits tailored to individual needs
- Retirement savings plan to invest in the future
- Employee discounts on merchandise, services, travel, and more
- Career growth opportunities with a global portfolio of businesses
- Award-winning learning platforms for continuous growth and development
Estimated Salary: $90-100k per year
Equal Opportunity Employer:
Conduent State & Local Solutions, Inc. is an equal opportunity employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
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