Advance Health

Operations Manager

US-VA-Chantilly
2 months ago(11/15/2017 11:34 AM)
Job ID
2017-2141
Type
Regular Full-Time
# of Openings
1

Overview

The Dialer Operations Manager is responsible for the planning and execution of dialing campaigns targeting health plan members for critical healthcare visits.  The DOM will possess specialized expertise around industry standards, best practices, the contact center industry, and other contact center ecosystem topics including but not limited to Dialer. This position, will be responsible for both technical and business tasks including managing client expectations and satisfaction, recommending the ideal system configurations based on industry best practices and customer requirements, coordinating all the necessary internal resources, and in general ensuring the customer’s desired business outcomes are satisfied. The DOM is also an organizational leader and is expected to serve as a manager, mentor and coach to their employees. 
They will also monitor all campaigns to determine overall strategy and design of calling campaigns are meeting regulatory and operational guidelines while also exceeding established goals. The DOM will report to our VP of Operations. 

Responsibilities

  • Performing the mechanics required to maximize production within the dialing platforms such as changing the campaign dialing levels based on agent and inbound call activity.
  • Real-time monitoring of campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized & dialing plans are executed successfully.
  • Achieving desired penetration and contact rates necessary to meet productions goals.
  • Collecting necessary data to accurately report on performance, forecast workloads, and developed dialing plans.
  • New campaign setup, including acquisition of corresponding phone numbers, within the Dialing system.
  • Communicate effectively with clients/auditors/visitors regarding dialer capabilities and execution of strategies.
  • Identify and suggest possible improvements to existing processes.
  • Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations.
  • Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance.
  • Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment.
  • Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees.
  • Miscellaneous duties as assigned

Qualifications

  • BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required
  • 5+ years of customer engagement and industry experience beyond education requirements
  • 3-5 years of experience with Dialer products and technologies
  • 3-5 years of experience in Contact/Call Centers or Technical & Customer Support operations
  • 1-3 years in a leadership role
  • Type of experience varies depending on Product Experts area of specialization
  • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
  • Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations.
  • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
  • Industry experience related to the specific product with understanding of technical and business needs from an implementation, technical or consultant practice.
  • Strong consulting skill set to uncover, strategize, and align client goals and objectives with a product solution.
  • Ability to display strong and commanding confidence as a product expert
  • Demonstrated ability to build, launch and manage pools/campaigns.
  • Experience in creating logics and reports for production and analytic review.
  • Self-motivated, and able to stay focused without supervisor intervention. Solid attendance record and schedule adherence.
  • Technology oriented including knowledge of basic technical troubleshooting, able to resolve basic front-line issues, and provide detailed and clear issue information for escalated troubleshooting.
  • Skilled in Microsoft Office, including Excel, Outlook, Word, and Power Point.
  • Previous Lead or technical support experience a plus.
  • Previous experience with our current Dialing system, Five9, a plus.
  • Excellent communications skills both written and verbal.
  • The ability to lead by example and keep team members engaged.

*Advance Health is an Equal Opportunity Employer*

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