Operations Manager

FMS•Tulsa, OK

2d•Remote

About The Position

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.

Requirements

Five or more years of contact center leadership experience.
At least two years managing supervisors or multiple customer service teams.
Experience leading high-volume customer service operations.
Strong understanding of contact center metrics and reporting.
Excellent coaching, communication, organizational, and problem-solving skills.
Strong Microsoft Excel and reporting skills.
Reliable high-speed internet and secure, quiet workspace
Employee-provided WFH equipment o Desktop & Dual Monitors - 4vCPU with minimum 1.6 GHz or faster processor. For higher video/screen share resolution and frame rate, a four-core processor or better is required o RAM: 8000 MB o Hard Drive: 6 GB or more o .NET Framework version 4.6.1 or later o Windows 10/11 o Mouse o Headset o Webcam
Comfortable using video conferencing tools throughout each scheduled shift
Ability to maintain confidentiality and protect patient health information (PHI) in a remote environment

Nice To Haves

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.

Responsibilities

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.