Senior Operations Manager – Hybrid

Jobtailor; Topeka (KS); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking a senior operations manager in the United States to oversee daily team performance and ensure adherence to policies and ISO standards. You will develop action plans, monitor training needs, and collaborate with customers to resolve issues efficiently.

The role requires a Bachelor's degree and 7+ years of relevant experience with strong leadership in call center environments and Medicaid enrollment knowledge. Excellent communication and problem-solving skills are essential.

Qualifications

• Bachelor's degree and 7+ years of relevant professional experience, or equivalent combination of education and experience.
• Three or more years of people management experience.
• Prior call center experience preferred.
• Prior Medicaid Enrollment experience preferred.
• Internet speed of 25 Mbps or higher and home connectivity requirements.
• Must currently and permanently reside in the Continental US.

Responsibilities

• Oversee the daily operations of a team to ensure performance metrics are met.
• Provide action plans and timelines for performance improvement.
• Maintain knowledge of performance requirements and corporate and project policies and procedures, and update staff.
• Evaluate training needs to maintain staff knowledge of multiple programs.
• Collaborate with customers to ensure communication, cooperation, and timely issue resolution.
• Address inadequate quality issues with supervisory and management teams regarding monitored-call reviews and corrections.
• Monitor staff performance goals and objectives and complete related reports.
• Update leadership on quality, training, policy, procedure, staff, and departmental performance issues, escalating to Project leadership as needed.
• Monitor compliance with ISO standards as applicable.
• Implement corrective actions to ensure consistent application of laws, regulations, policies, and procedures.
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions.
• Identify and resolve employee issues, problems, and concerns.
• Recommend policy changes, establish procedures, and assist with process improvements.
• Provide direction to staff when complaints are escalated to management.
• Perform other duties as required by Project leadership.

Skills

People Management

Performance Improvement Planning

Call Center Operations

Medicaid Enrollment Knowledge

ISO Compliance Monitoring

Education

Bachelor's degree in a relevant field

Tools

Wi-Fi Connectivity

Ethernet Patch Cable

Job description

• Oversee the daily operations of a team to ensure performance metrics are met
• Provide action plans and timelines for performance improvement
• Maintain knowledge of performance requirements and corporate and project policies and procedures, and update staff
• Evaluate training needs to maintain staff knowledge of multiple programs
• Collaborate with customers to ensure communication, cooperation, and timely issue resolution
• Address inadequate quality issues with supervisory and management teams regarding monitored-call reviews and corrections
• Monitor staff performance goals and objectives and complete related reports
• Update leadership on quality, training, policy, procedure, staff, and departmental performance issues, escalating to Project leadership as needed
• Monitor compliance with ISO standards as applicable
• Implement corrective actions to ensure consistent application of laws, regulations, policies, and procedures
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions
• Identify and resolve employee issues, problems, and concerns
• Recommend policy changes, establish procedures, and assist with process improvements
• Provide direction to staff when complaints are escalated to management
• Perform other duties as required by Project leadership

Requirements

• Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience, or equivalent combination of education and experience
• Three or more years of people management experience
• Prior call center experience preferred
• Prior Medicaid Enrollment experience preferred
• Internet speed of 25 Mbps or higher
• Internet connectivity via Wi-Fi or Category 5 or 6 Ethernet patch cable to the home router
• Must currently and permanently reside in the Continental US

Core Competencies

Demonstrates strong leadership in overseeing team operations, ensuring performance metrics are met while maintaining compliance with ISO standards. Capable of evaluating training needs, implementing corrective actions, and fostering effective communication with customers and staff.

Highest-signal resume keywords

• People Management Experience
• Performance Improvement Planning
• Call Center Operations
• Medicaid Enrollment Knowledge
• ISO Compliance Monitoring

Hard Skills

• Performance Metrics Management
• Training Needs Evaluation
• Corrective Action Implementation
• Performance Appraisal Writing
• Policy Change Recommendation

Soft Skills

• Effective Communication
• Problem Resolution
• Team Collaboration
• Leadership Direction

Industry Keywords

• Call Center Experience
• Medicaid Enrollment
• ISO Standards Compliance

Tools & Technologies

• Wi-Fi Connectivity
• Ethernet Patch Cable