Operations Manager - Onsite Greenville, SC

Do you love leading a team to greatness? Do you strive to work with people that love to improve their performance to be better every day? We are looking for a forward-thinking Call Center Operations Manager to lead support operations for a leading healthcare client supporting customers with questions about insurance and billing via chat and email.

Requirements

• Deliver accurate data to produce the forecast.
• Develop realistic budgets.
• Ensure consistent financial follow-up.
• Take ownership of Team Leader development by offering support and defining Team Leader training needs.
• Set and follow up on quality and quantity targets for the allocated Clients/projects.
• Promote teamwork.
• Ensure that employee satisfaction is high and attrition is low within the allocated production unit.
• Develop and maintain effective performance management.
• Lead by example.
• Proactively respond to variances in targets and service levels.
• Ensure that revenue streams cover committed costs wherever possible.
• Ensure regular and proactive contact and interaction with clients
• Ensure client satisfaction through continuous business improvements.
• Seek to increase client revenue and develop a partnership.
• Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.
• Proactively promote the Transcom objectives.
• Ensure that Transcom standard procedures are implemented and complied with at all times within his/her business area.
• Create an open and energetic culture within his/her business unit.
• Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives.
• Ensure a high level of morale and a sense of loyalty to Transcom in each individual.
• Provide feedback to Corporate Governance on ideas for improving standards and processes.
• Review procedures and implement improvements.
• Implement Transcom standard practices.
• Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.
• Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
• Attend internal meetings with other staff of the contact center.
• Directly responsible for all communication with Team Leaders.
• Pursue communication with Clients that have been allocated to the Operations Manager’s responsibility.

Benefits

• Health benefits for you and your family, including medical, dental, vision
• 401(k) investment options with employer match opportunities
• Paid Vacation Time
• Great work/life balance