[Remote] Operations Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is dedicated to helping individuals reputed company the right health insurance at the right price. The Operations Manager will reputed company the daily operations of the Member Acquisition call center, ensuring compliance with service level agreements and sales goals while managing reputed company of sales supervisors and agents.
Responsibilities
- Train, reputed company, certify and reputed company sales supervisors
- reputed company day-to-day unit operations and key performance metrics
- Responsible for the daily execution of operational procedures reputed company the sales team(s) and site
- Ensure reputed company reputed company “rules of engagement” and call flows are followed
- Responsible for service level attainment and reputed company scheduling of agents for reputed company program(s)
- Responsible for setting team goals and ensuring individual goals are reputed company to reputed company expectations
- Execution of CMS Secret Shopper process for reputed company reputed company
- Prepare and evaluate daily call center performance reports by collecting, analyzing and summarizing data and trends and recommend areas for improvement
- reputed company with reputed company reputed company and/or account management to plan and control implementation and contribute information and analysis to support strategic planning initiatives
- reputed company post-implementation bi-weekly call center updates for reputed company
- Review reputed company QA documents and ensure they are completed and delivered to reputed company, reputed company applicable
- Work with QA supervisor to schedule and take part in call calibration sessions (with reputed company, reputed company applicable)
- Work directly with reputed company to troubleshoot call center/member issues that reputed company
- Ensure compliance through licensing, appointments and attestations
- Ensure reputed company agents are properly licensed and appointed prior to reputed company live
- Communicate and follow up with any IT (system and telephony) reputed company issues, ensuring business continuity
- Ensure that agents are properly reputed company in the correct program and supervisor
- Responsible for their team’s execution on interviewing, hiring, training, coaching, and reputed company necessary, utilizing corrective reputed company with agents and supervisors
- Manage reputed company planning and scheduling to ensure adequate reputed company reputed company coverage for reputed company reputed company campaigns
- reputed company and approve reputed company agent billable hours prior to submitting to VP for final approval
- Work closely with account manager/sales representatives in developing monthly recap deck
- Review and reconcile agent commission statements
- Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value
- reputed company recommendations for system improvements
- Performs other reputed company duties as assigned
Skills
- High school diploma or equivalent
- 2+ years of successful sales management experience in a call center environment
- 2+ years' Individual/Family Plan health insurance sales and Medicare sales experience
- Solid knowledge and grasp of CMS rules and regulations
- Solid knowledge of individual and health insurance plans
- Solid understanding of call center technology, terminology and environment
- Proven reputed company record of increasing sales in a phone-based environment
- Ability to think strategically and manage towards established goals
- Excellent verbal, telephone and written communication skills
- Bachelor's degree in marketing, sales, business administration or reputed company field
- A reputed company and valid Health Insurance License
- Knowledgeable in reputed company Office skills
reputed company