Operations Manager

TeleSpecialists LLC•Fort Myers, FL

2h•Onsite

About The Position

The Operations Manager will be responsible for leading client and team engagement for operations, serving as RRC’s resource for client-facing communications. This role reports to the Operations Executive Director and works closely with Quality, Client Success, and Finance to prepare patient case data and rounding reports and execute action items resulting from client communications. The Operations Manager supports the Ops Division’s ability to execute continuous improvements in operations and service delivery efficiency that result in client satisfaction and outstanding patient care. The manager will work alongside staff and client teams to solve business and care management problems, improve performance, and execute high priority customer initiatives. The ideal candidate thrives in a fast-paced environment, demonstrates strong leadership presence, and is confident interacting with internal leaders, clients, and frontline teams.

Requirements

Five to seven years of call center operations and management experience required
Associate’s degree or an equivalent combination of education and relevant experience considered
Microsoft Office Suite
Ability to collaborate effectively with employees, peers, leadership, and external partners to achieve business objectives.
Strong problem-solving and critical-thinking skills, with the ability to make timely, effective decisions.
High emotional intelligence with the ability to build rapport and work effectively with individuals at all organizational levels.
Highly analytical and detail-oriented, with the ability to synthesize information and communicate key insights clearly.
Excellent written, verbal, and interpersonal communication skills.
Self-motivated, proactive, and able to manage competing priorities in a high-pressure environment.
Ability to work independently while contributing to a team-oriented, collaborative culture.
Demonstrated ability to lead, manage, and motivate teams.
Commitment to fostering a professional work environment that values teamwork and accountability.

Nice To Haves

Bachelor’s degree in Business or a related field preferred
Data analysis and business intelligence tools such as Domo is a plus

Responsibilities

Oversight of operations-focused data gathering, analysis, report generation, meeting preparation, and assisting the Executive Director with client presentations and meetings.
Serve as a primary operational liaison to internal departments to support issue resolution, service optimization, and cross-functional alignment.
Participate in the identification and development of practices, workflows, processes, and solutions to ensure quality services, customer satisfaction, and positive patient outcomes.
With multi-stakeholder input, make recommendations to maximize operational efficiency, effectiveness, and client satisfaction
Identify opportunities for process improvement and recommend solutions to enhance operational efficiency, service delivery, and client satisfaction.
Establish, monitor, and manage operational KPIs to evaluate productivity, capacity utilization, and service performance.
Provide leadership coverage in the absence of the Rapid Response Center Director as needed.
Work collaboratively with TeleSpecialists operating teams to support performance enhancement and goal achievement for all contracted services
Act as a resource and provide leadership for the Operations staff to provide excellent client service
Support onboarding, training, and operational readiness activities, including simulations or mock drills when applicable.