Black Turtle Services, Inc.
  • 07-Jun-2013 to 12-Jul-2013 (MST)
  • Operations
  • Layton, UT, USA
  • Salary
  • Full Time

We are looking for a seasoned Contact Center Operations Manager to join our Health Care Inquiry Team located in the Salt Lake City area in UT. The Operations Manager is directly responsible for developing and providing leadership to a team of Customer Service Supervisors and all aspects of customer support activities.  This position will help create service solutions that support multiple customer bases and contact types while ensuring contact quality and maximizing efficiencies. The Operations Manager will help build processes and talent that are highly integrated and lead to the achievement of the center's goals and objectives. Qualified candidates must have a proven track record in driving performance and delivering tangible results.
Duties and Responsibilities
  • Manages operations and activities within the contact center, including scheduling, hiring, training, and improvement of key performance indicators, management of contact center software, performance monitoring/quality assurance, and employee development /mentoring.
  • Ensures that the productivity goals established for the contact center based products and services are met daily, monthly, quarterly, and annually.
  • Responsible for the establishment of and compliance with best practices as well as continual implementation of process improvements.
  • Provides leadership and clear day to day direction for supervisors and agents. Build a team environment through regular contact, communication, onsite meetings and conference contact meetings with management.
  • Coordinates with program management team to ensure highest levels of customer satisfaction.
  • Coordinates with other functional areas regarding telephony and IT operations reliability and functionality.
  • Conducts effective management of Human Resource issues for the contact center including interviewing, hiring new employees, modifying or introducing new staff policies or programs, implementing incentive and recognition programs, driving on-time and accurate payroll processing, and ensuring staff compliance with all policies and programs.
  • Works closely with management to develop and implement comprehensive strategies in core business, job competencies and other contact center functions.
  • Anticipates the impact of the changing business environment on assigned work areas and make solution-based recommendations.
  • Recruits and retains high-quality staff to keep up with business growth.
  • Conducts regular performance evaluations.
  • Ensures accurate and timely delivery of all Contact Center KPIs reporting metrics to measure and monitor performance.
  • May be required to work off-shift or occasional travel to other sites for training or as needed.
  • Other duties as assigned.
    Required Knowledge, Skills and Abilities 
  • Strong leadership, coaching, mentoring and motivating skills for the development of the leadership team.
  • Strong communication and organizational skills.
  • Ability to work efficiently in a high demand and fast paced environment.
  • Team player with strong interpersonal skills and the ability to articulate ideas clearly in oral and written communication.
  • Ability to maintain customer confidentiality and strict compliance requirements in a regulated environment.
  • Consistently meet or exceed client satisfaction.
  • Attainment of goals around service levels.
  • Ability to interact with Key Account Directors, Program Managers and other Account Team members.
  • Professional demeanor and attitude with a high level of energy and determination.
  • Bilingual Spanish ability a benefit.
    Required Education and Experience 
  • Bachelor's degree or appropriate combination of education and 3-5 years of Contact Center Operations experience required.
  • Experience with Healthcare, Medicare and Medicaid desirable.
  • 3-5 years of progressive leadership positions.
  • Proven ability to successfully manage a large inbound team in a Contact Center environment.
  • Analytical thinker with excellent quantitative and superior problem-solving skills.
  • PC proficiency skills required -MS office skills especially focused on Word, Excel, and PowerPoint.

  • This position has been closed and is no longer available.
    Black Turtle Services, Inc.


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