Head of Business Operations - Remote

Operations Manager

REPORTS TO: Director, Health and Medical Services

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.

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.

At least two years managing supervisors or multiple customer service teams.

• Experience leading high-volume customer service operations.
• 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.

Diversity & Inclusion: Customer Service: manages challenges with empathy and tact.

• WORK-FROM-HOME REQUIREMENTS:

• Employee-provided WFH equipment

For higher video/screen share resolution and frame rate, a four-core processor or better is required

NET Framework version 4.6.1 or later

o Windows 10/11

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. 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.