Operations Manager

JOB TITLE: Operations Manager

EMPLOYER: FMS Inc.

BENEFIT ELEGIBIITY CLASS: Salary

REPORTS TO: Director, Health and Medical Services

UPDATED: 08/12/2026

JOB SUMMARY:


This position serves as the operational leader for a single client account, ensuring exceptional service delivery, developing supervisors and team members, and building a strong partnership with the client.

JOB DUTIES AND RESPONSIBILITIES:
• Lead the day-to-day operations of a dedicated customer service account.
• Manage supervisors overseeing remote customer service representatives, with seasonal staffing increases.
• Ensure contractual performance goals are achieved, including Service Level, AHT, CSAT, QA, Schedule Adherence, and Productivity.
• Analyze operational reports and performance trends to identify improvement opportunities.
• Coach and develop supervisors while fostering a culture of accountability and continuous improvement.
• Serve as the primary operational contact for the client and participate in regular business reviews.
• Partner with the client's NICE Workforce Management team on staffing, scheduling, and operational planning.
• Collaborate with Quality, Training, HR, Recruiting, and IT to support program success.
• Ensure compliance with company policies, client requirements, and applicable regulations.
• Lead operational improvements that enhance customer experience and performance.

JOB QUALIFICATIONS:
• Five or more years of contact center leadership experience.
• At least two years managing supervisors or multiple customer service teams.
• Experience leading high-volume customer service operations.
• Strong understanding of contact center metrics and reporting.
• Excellent coaching, communication, organizational, and problem-solving skills.
• Strong Microsoft Excel and reporting skills.
• Healthcare or health insurance customer service experience preferred.
• Experience using NICE or similar contact center platforms preferred.
• Experience partnering with Workforce Management teams preferred.
• Bachelor's degree or equivalent experience preferred.

CORE COMPETENCIES:
• Diversity & Inclusion: Demonstrates understanding and respect for diverse backgrounds; promotes a harassment-free workplace; supports inclusive practices.
• Ethics & Integrity: Acts with honesty, professionalism, and accountability; upholds organizational values.
• Customer Service: Responds promptly and professionally to inquiries; manages challenges with empathy and tact.
• Communication: Communicates clearly and confidently in both verbal and written formats; participates effectively in meetings and team settings.
• Motivation & Initiative: Pursues excellence; sets and meets high standards; overcomes challenges with persistence.
• Professionalism: Demonstrates respect, discretion, and reliability; takes ownership of responsibilities and follows through on commitments.
• Attendance & Punctuality: Maintains reliable attendance and punctuality; ensures coverage and communicates scheduling needs responsibly.

WORK-FROM-HOME REQUIREMENTS:
• Reliable high-speed internet and secure, quiet workspace
• Employee-provided WFH equipment

o Desktop & Dual Monitors - 4vCPU with minimum 1.6 GHz or faster processor. For higher video/screen share resolution and frame rate, a four-core processor or better is required

o RAM: 8000 MB

o Hard Drive: 6 GB or more

o .NET Framework version 4.6.1 or later

o Windows 10/11

o Mouse

o Headset

o Webcam
• Comfortable using video conferencing tools throughout each scheduled shift
• Ability to maintain confidentiality and protect patient health information (PHI) in a remote environment

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.