Job Description:
• Manage and coordinate operations through policies and procedures, ensuring customer and patient satisfaction
• Responsible for the day-to-day management, development, and implementation of call center related initiatives that impact client and patient results/experience
• Lead service-related initiatives including identification of business need, strategy recommendation and project outcomes
• Develops and articulates effective performance strategies that are impactful, executable, easily communicated, and financially supported for areas of responsibility (product/ indication /channel)
• Possesses a broad understanding of overall client business, structure, priorities and proactively set plans to meet evolving business needs
• Leverages critical thinking/ problem-solving skills to devise innovative solutions
• Possesses strong communication and presentation skills to lead collaborative efforts
• Demonstrates the ability to deliver complex information in ways that are easily understood
• Manages a diverse workload with multiple demands, and competing priorities
• Adheres to Liveops and client operating procedures and guidelines
• Consistently communicates timely and accurate information and progress across functional teams to prioritize projects, meet program timelines and exceed quality standards
• Maintains ongoing communication with customers/vendors to ensure that project timelines and program changes are aligned with expectations and business needs
• Exhibits sound business judgment and decision making within the scope of assigned responsibilities
• Directly manages 2+ remote call center teams
• Up to 20% travel required per year.
Requirements:
• Bachelor's Degree in Business, Communications preferred, or 5+ years relevant experience in related field
• Proven experience in operational delivery
• Proven leadership competencies to include building teams, knowing the business, driving for results, and encouraging open exchange of ideas and knowledge
• Proven experience across multiple functions including customer service in a fast-paced, service/team environment (call center, customer service, marketing services)
• A highly motivated change agent that drives business-focused solutions
• Strong written, verbal and presentation skills with the ability to distill highly complex requirements into compelling business objectives
• Strong problem-solving abilities in complex, compliance regulated department
Benefits:
• Comprehensive insurance
• 401(k) match
• Flexible vacation plan
• Employee resource groups
• Wellness program
Apply Now
Apply Now