Job Details

Description

1. Train and oversee the Operations Support team. Schedule and manage the team's functions and activities that support the Contact Center, including data entry into Salesforce, preparing invoices for payment for HMSA's vendors, fulfilling requests made by members through HPNs or HMSA's online channels, coordinating employee travel requests, processing employee expenses for reimbursement, requesting system access for CR staff, and maintaining the department's office supplies and phone equipment. Develop and manage workflows which support these responsibilities.
2. Select, train, and conduct timely and constructive performance reviews and provide feedback. Provide regular coaching to each team member on skill development to help them achieve their career aspirations.
3. Train, take calls, and audit Operations Support staff taking Corporate Operator calls to meet service level expectations. Develop and maintain a plan for Corporate Operator trained staff outside of HMSA Center.
4. Maintain floor plan and evacuation plan list for HMSA center. Ensure desks are set up with equipment needed to service.
5. Perform all other miscellaneous responsibilities and duties as assigned or directed.

Qualifications

1. Bachelor's degree and three years of related experience, or equivalent combination of education and experience.
2. One year of leadership experience/skills (e.g., coaching/mentoring, managing workflows, etc.).
3. Process improvement development and implementation skills.
4. Basic knowledge of Microsoft Office applications, including but not limited to Word, Excel, Outlook, and PowerPoint.