Operations Manager

 At The Beryl Companies, we partner with our healthcare clients to help build patient loyalty and revenue by creating an exceptional customer experience. We are an award winning employer of choice whose strength comes from our team members who take pride and ownership in the success of our company.  Beryl is dedicated to providing an excellent work environment that includes the empowerment of our people.  Visit www.beryl.net to find out why we have received numerous awards for being a great place to work!  People from around the nation call into our high tech call center looking for physician referrals and other healthcare related services. We're growing and need motivated professionals to join our team.  If you have a strong desire to provide superior customer service, we'd like to speak with you! 

DESCRIPTION/OBJECTIVE

The Manager of Operations is a strategic interface with RedBrick Health, including product planning discussions and integration with other RBH vendors and partners. The Manager of Operations is responsible for all operational aspects of client relationships through ongoing communications with account contacts and promoting customer goodwill, loyalty and confidence.  To be successful, the Operations Manager for RedBrick Health must coordinate department responses and manage teams to client specific requirements by demonstrating ownership and a genuine concern for the quality of work performed for the client as well as to assist in the nurturing of team members.  This is a pro-active role where the Operations Manager must manage client expectations and be Operation’s point of contact for new product rollouts, implementations, training, development needs and process change.  Beryl customers expect proactive change, recommendations for improvements and challenge to decisions which may negatively impact their business.

Meet and exceed call center's service level requirements and satisfaction goals.  Ensure prompt and professional telephone service from Advisors and Team Leads through available training and development.  Facilitate effective communication on all levels through tactful and professional interaction.  Provide for the development and professional growth of Team Leads to ensure positive morale and support of business goals.  Develop and support budget objectives.  ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

 

 

SupervisingKnow and follow the Beryl employee handbook, policies, procedures, employment law, and management philosophies.  Ensure that staff members are doing the same. Lead through example. Build trust and respect with your team. Restrict client contact below the Team Lead level unless a specific forum has been approved (i.e. Focus Groups) Manage work to meet deadlines. Establish team objectives to meet company objectives. Work with Team Leads, analysts, and support positions to establish and manage priorities Oversee recruiting and hiring process. Coordinate with Director and other managers to monitor budget requirements and compliance. Conduct Team Lead performance reviews and administer rewards. Provide on-the-job training and mentoring. Ensure all supervisors provide coaching, feedback and development to Call Advisors. Motivate and educate Team Leads to attain performance objectives. Create an annual Functional Plan. Create Individual Development plans for each employee.

Client ServicesRepresent the client with regards to Beryl resources, processes, personnel and training.  Serves as a one-stop-shop for the client with regards to the people, tools and processes of Operations. Assists in the management of Client relationships within Beryl. Proactively manage the training roadmap and anticipates/suggest training as needed In managing client accounts must also have experience and confidence to challenge client requests and decisions when necessary. Analyze call center information and client activity to identify trends and take appropriate action. Respond to client issues promptly.  Keep clients informed of progress and provide early warning if deadlines will not be met. Maintain positive, professional client relationships. Represent Beryl, Operations, and RedBrick Health in a polished and professional manner through conference calls, email, and in-person visits. Demonstrate professionalism through attention to detail. Participate in Weekly, Monthly, Quarterly, and Annual program reviews with clients. Follow up verbal client conversations with written confirmation. 

 

CommunicationKeep the Vice-President of Operations apprised of all accounts status and open issues. Identify and resolve issues proactively. Escalate issues as necessary to meet Beryl and client objectives.

 

OperationsAnalyze call center data to provide relevant, actionable information for clients. Create and maintain forecast models to ensure proper staffing.  Leverage the Command Center to optimize scheduling. Achieve client service objectives. Provide solutions and recommendations to problems. Be expert on connectivity and Telco to act in a consultative manner with clients. Create and manage work orders.  Ensure that deadlines are met. Partner with Director of Account Management – RedBrick Health on the Implementation of new clients. Implement call center strategies and tactics. Analyze current call center performance, create and carry out recommendations. Be expert in Beryl internal call handling applications.  Provide input in system setup to complete call handling objectives. Coordinate with training and quality assurance to identify systemic quality-improvement opportunities Provide operational input during the sales process.

 

REQUIREMENTS 5+ years of experience managing a call center customer service function. Degree from a 4 year college or university is preferred. Healthcare experience a plus. Knowledge of telephony systems and routing. Proven experience building forecasting models, operational metrics, and data analysis. Expertise with Microsoft Office suite of products. Demonstrated highly developed written and verbal communication skills.