Operations Manager, Member Service Operations

Lantern•Dallas, TX

15d•Onsite

About The Position

As Operations Manager, Member Service Operations, you will drive the day-to-day performance of the SMS and Lantern Outbound Contact Centers, serving as the operational leader and department representative for the outbound business. You will directly lead a team of Supervisors and the QA Lead, partner closely with the Lantern Outbound Manager, and ensure the contact center consistently delivers on its goals, quality standards, and member experience commitments.

Requirements

5+ years of customer service or contact center experience, or Bachelor's degree (healthcare experience preferred)
Experience managing and mentoring supervisors or frontline leadership
Familiarity with reporting and analytics tools (Salesforce preferred)
Experience leading a contact center environment
Customer-centric focus with excellent written and verbal communication skills
Strong sense of ownership and ability to work independently and in a small team
Agility — ability to change direction quickly and manage competing priorities
Strong time and task management skills
Knowledge of care coordination and case management concepts preferred
Bilingual language skills preferred (English-Spanish or other)

Nice To Haves

Lead with empathy while holding a high bar for team performance and accountability
Be comfortable balancing competing priorities across multiple contact center programs
Communicate clearly and confidently with cross-functional and senior leadership
Take ownership of outcomes and proactively solve problems before they escalate
Build trust and rapport quickly with Supervisors, Advocates, and cross-functional partners
Bring a continuous improvement mindset to processes, scripting, and QA

Responsibilities

Manage day-to-day operations of the SMS and Lantern Outbound Contact Centers
Set goals and metrics for the contact center(s)
Monitor campaign and workflow progress and completion
Modify and pivot the direction of resources and technology to match Lantern and member needs
Own monthly, quarterly, bi-annual, and annual performance reporting for the contact center(s), providing results to Lantern leadership with attention to detail
Analyze a variety of problems and provide information and solutions
Directly lead a team of four Supervisors and the QA Lead, and assist in overseeing the Lantern Outbound Manager
Manage a reporting structure of over twenty-five teammates
Partner with Supervisors on personnel escalations and performance management
Coach and mentor staff in accordance with Lantern guidelines
Step in to support each pod during periods when the direct Supervisor is out
Provide leadership guidance and representation in meetings
Lead quarterly schedule reviews
Own outbound scripting adjustments, preparation, and validation
Develop SOPs and job aids for Lantern Outbound and SMS
Oversee development of the QA program for Lantern Outbound
Manage to department goals
Operationalize company initiatives and projects
Support and develop projects and goals within budgets and timelines
Collaborate cross-departmentally to address issues, concerns, questions, and initiatives as needed
Support interviewing, onboarding, and training of new leadership and Advocates
Effectively communicate with leadership on items needing attention or familiarity
Perform other duties and projects as assigned