Senior Operations Manager - Remote

Position Summary: Responsible for managing first line Engagement Managers that are responsible for Engagement Coaches who are responsible for the daily operations of an engagement center. Manages and maintains team qualitative and quantitative performance results. Implements engagement center processes that support seamless, integrated delivery of world class customer service. Monitors service standards and goals, performs sales, service analysis aimed at improving group performance. Provides information and consultation to management, coordinating staff, budget and resources to provide quality service and/or improve sales performance. Resolves complex problems or inquiries in a timely, efficient manner.  Approves personnel activities concerning hiring, training/development, and evaluation of staff performance. May build industry relations communicating technologies and operational concerns through industry networking. Ensures assigned team meets and complies with all company policies and procedures.  Responsible for hiring, training, development and retention of diverse and highly effective teams. In partnership with the Engagement Center Director works directly with the client(s) and helps develop a sound business relationship.   In the absence of the Engagement Center Director may be required to manage/lead all aspects of the engagement center operations including profit and loss accountability.
 

Essential Duties & Responsibilities:

•  30% - Manages group of Engagement Managers.  Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity and leadership. 
• 20% - Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams. 
• 10% - Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved. 
• 10% - Directly manages a team of call center Team Leaders and directs their activities toward accomplishing call center goals and objectives. Hires, trains, develops and retains a diverse workforce.  Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team.
• 10% - Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed.
• 10% - Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions.
• 5% - In partnership with the Engagement Center Director works directly with the client(s) and helps develop a sound business relationship.   In the absence of the Engagement Center Director may be required to manage/lead all aspects of the engagement center operations including profit and loss accountability.
• 5% - May perform other related duties and responsibilities as assigned and/or required including leading or participating in projects as necessary.

 

Working Conditions and Physical Requirements: 

• This is a remote general office environment position.
• Employee has limited walking requirements. 
• Answers telephone calls, uses Startek provided computer and other business machines extensively, which requires the ability to apply finger dexterity.

Job Specifications
 

YEARS OF EXPERIENCE: 

• 2-5 years related experience (including 1-3 years management experience preferred).
• Previous experience in the healthcare field preferred.
• Previous experience working in a remote capacity preferred.
   

Education and/or formal training:

• Bachelor’s degree or equivalent related experience

 

Knowledge, Skills and Abilities:

KSAs Common to All JDs:

• Fluent in verbal and written English.
• Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
• Ability to work effectively in a team oriented, high demand and fast paced environment. 
• Ability to maintain high level of confidentiality and work with highly sensitive data and information.
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
• Demonstrated interpersonal skills to work effecti