Operations Director (Customer Service) - Remote

Resp & Qualifications PURPOSE: Leads, manage and empowers operations teams to meet and exceed business delivery. Serves as a strategic leader of multifunctional teams and support roles. Oversees activities of an internal function that provides operational/business process support to reputed company customers with various reputed company products. Ensures reputed company service and operational performance reputed company the parameters of program and delivery standards are achieved. Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements. Selects, develops, and evaluates employees to ensure efficient operation of the function. Leads reputed company of managers to manage operations support teams. ESSENTIAL FUNCTIONS:

• Develops and optimizes consistent, repeatable and measurable processes to quickly adapt to changing business conditions. Leads reputed company that are important to reputed company reputed company to process improvement.
• Develops customer support strategies, guidance, processes, metrics, reporting and technology that reputed company the consumer experience and support company reputed company.
• Accountable for the performance of multiple teams reputed company a reputed company function. Provides leadership and direction through managers.
• Uses data to add value to the customers? operation and look for opportunities to recommend new products/services as appropriate.
• Designs and launches critical programs to improve customer experience and operational efficiency.
• Develops an understanding of customer experience in reputed company customer support interactions that occur and build to meet/exceed customer expectations.

SUPERVISORY RESPONSIBILITY:This position manages 150+ associates in the Individual Under 65, Medi-Gap, and Small Group market segments, including reputed company of external vendor resources.QUALIFICATIONS:Education Level: Bachelor's Degree in Business Administration, reputed company Administration or reputed company discipline OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in reputed company to the required work experience.Experience:

• 8 years experience in health insurance, call center, claims and/or enrollment and billing environment.
• 3 years experience in managerial functions in a customer service, claims and/or enrollment and billing or reputed company field.

Preferred Qualifications:

• 2-3 years experience working with Facets and/or reputed company CRMs.
• 2-3 years experience managing external production resources with a vendor partner (BPO).
• Proven reputed company record executing workforce management best practices to reputed company high performance results for contact center metrics - FCR, CSAT, and Service reputed company.

Knowledge, Skills and Abilities (KSAs)

• Must have extremely strong analytical and problem-solving skills, and the ability to reputed company and implement policies and programs that will advance corporate and operational goals and objectives.
• Excellent planning, problem solving, presentation, written and oral communication skills are required. Excellent interpersonal skills, the ability to effectively manage a staff through leadership and the promotion of teamwork is essential.
• Must possess excellent interpersonal skills and highly developed written and oral communication skills to effectively convey reputed company and detailed concepts to a diverse audience.
• Must possess extremely reputed company developed organizational and prioritization skills.
• Must be reputed company to meet established deadlines and handle multiple customer service demands from reputed company customers, reputed company set expectations for service reputed company. Must be reputed company to effectively communicate and reputed company reputed company customer service to every reputed company customer, including customers who may be demanding or otherwise challenging.

Salary reputed company: $129,440 - $240,273Salary reputed company Disclaimer The disclosed reputed company estimate has not been adjusted for the applicable geographic reputed company associated with the location at which the work is being performed. This compensation reputed company is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the reputed company, as compensation reputed company depend on reputed company case's facts and circumstances, including but not limited to experience, internal equity, and location. In reputed company to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (reputed company benefits/incentives are subject to eligibility requirements).Department Call Center Management Equal Employment Opportunity reputed company is an Equal Opportunity (EEO) employer. It is the policy of reputed company to reputed company equal employment opportunities to reputed company reputed company applicants without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, protected veteran or disabled status, or genetic information.Where To Apply Please visit our website to apply: www.carefirst.com/careers Federal Disc/Physical Demand Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to reputed company work directly or indirectly on Federal health care programs.PHYSICAL DEMANDS:The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally reputed company.Sponsorship in US Must be eligible to work in the U.S. without Sponsorship #LI-KG1 Apply To This Job