Operations Manager

Oversee the daily operations of a team to ensure performance metrics are met Provide action plans and timelines for performance improvement Maintain knowledge of performance requirements and corporate and project policies and procedures Provide policy and procedure updates to staff Evaluate training needs for staff across multiple programs Collaborate with customers to ensure communication, cooperation, and timely issue resolution Address inadequate quality issues with supervisory and management teams regarding monitored calls Monitor staff performance goals and objectives and complete related reports Update leadership on quality, training, policy, procedure, staff, and departmental performance issues Escalate issues to Project leadership in a timely manner Monitor compliance with ISO standards as applicable Implement corrective actions to ensure compliance with laws, regulations, policies, and procedures Monitor and evaluate performance, write performance appraisals, and provide corrective actions Identify and resolve employee issues, problems, and concerns Recommend policy changes, establish procedures, and assist with process improvements Direct staff when complaints are escalated to management Perform other duties required by Project leadership Requirements Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience, or equivalent combination of education and experience Three or more years of people management experience Prior call center experience preferred Prior Medicaid Enrollment experience preferred Internet speed of 25 Mbps or higher Wi-Fi or Category 5 or 6 ethernet patch cable connection to the home router Must currently and permanently reside in the Continental US Ability to monitor compliance with ISO standards and applicable laws, regulations, policies, and procedures Core Competencies Demonstrates strong leadership in overseeing team operations, ensuring compliance with ISO standards, and implementing performance improvement strategies. Possesses extensive experience in people management, training evaluation, and policy development within a call center environment. Highest-signal resume keywords People Management Experience Performance Improvement Strategies ISO Compliance Monitoring Call Center Operations Policy Development ATS Optimization Keywords Hard Skills Performance Metrics Management Training Needs Evaluation Corrective Action Implementation Performance Appraisal Writing Process Improvement Soft Skills Communication Collaboration Problem Solving Conflict Resolution Leadership Industry Keywords Medicaid Enrollment Call Center Experience Compliance with Laws Corporate Policies Project Leadership Tools & Technologies Internet Connection Management Wi-Fi Technology Ethernet Patch Cable #J-18808-Ljbffr