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Operations Manager


Spring, TX

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Job DescriptionnAs part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of our Client Retiree Health Solutions business. Job Responsibilities: The Operations Manager owns the overall performance, managing a team of sales managers (number based on Business need) and is responsible for the day-to-day sales, performance management, coaching, and development of aligned sales managers, sales performance, and service through the inbound/outbound calls into the Sales Center. * Drives performance to meet and exceed Key Performance Indicators (KPIs) and financial targets. * Manages the day-to-day activities of the contact center utilizing call center best practices. * Staying current on industry knowledge, policies, regulations, and legislation. * Identify, develop, and grow talent within the contact center. * Provide leadership and management to coach, mentor, and develop sales managers. Operations:* Ensure Quality in operations – ensuring proper documentation, controls, and measurement are in place for all key contact center process. * Meet customer and client satisfaction with all contact center requirements including but not limited to Service Level Agreements (SLAs). Driving engagement for direct and indirect reports: accountable for talent development across teams, succession planning and retention. * Participating in setting budget and managing headcount. Managing costs for site including overtime and ensuring accurate recording of time. * Assist in the creation and implementation of innovative methodologies to improve the contact center’s performance. nnJob RequirementsnRequired Experience: * Call center management experience required (minimum of two years) * People Management experience (minimum two years of people management) * Building, leading, and motivating a team of contact center Sales Agents (100 direct and indirect reports) * Medicare expertise required * Understanding of Plan Management/Operations functions * Knowledge of company policies, management tools and resources * Experience working and leading broader sales initiatives and projects that attain enterprise results. Education: * Bachelor’s degree or equivalent years of industry experience. * Life and Health and Accident insurance license required or must be acquired through company paid training within 6 months of commencing the role.

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