Call Center Operations Manager & Quality Assurance

We have an amazing opportunity to work with one of our best clients in the Twinsburg, Ohio area.
The Manager Workforce Management and Quality Assurance is responsible for managing the workforce management and quality assurance functions of the company in accordance with the policies and practices of our company.
This position will be responsible for managing the day-to-day call center responsibilities, including staff resources and quality assurance activities, of the 24 hours a day, 7 days a week, 365 days a year pharmacy/member help desk while maintaining the exceptional level of professionalism and customer service standards that the company has attained within the pharmacy benefit management industry.

This is a Direct Hire position $65K-$70K or higher based on experience
ESSENTIAL DUTIES AND Responsibilities:
o Promote and foster a professional, positive, dynamic team environment through exemplary leadership
o Manage and provide daily direction and communication to call center workforce management and quality assurance team.
o Administer and utilize workforce management software to ensure efficiency and productivity
o Collect, analyze and report historical center performance and agent performance statistics
o Manage long term and short term forecasting, lead monthly staff planning efforts and review scheduling to make service level improvements
o Manage staff resources, including selection and training of new staff, to meet call volume needs
o Monitor daily scheduling procedures, analysis of real time workload requirements and call routing to ensure that performance meets service level requirements
o Execute call assignment strategy to ensure effective use of skill-based routing system and improve agent performance
o Review and approve proactive scheduling of discretionary activities such as training, meetings and overtime
o Manage the quality assurance process for call monitoring to identify trends and ensure effectiveness of feedback and system tracking
o Respond to client requests for quality information and deliver both verbal and written reports
o Provide quality data to internal departments as requested
o Review analysis and reporting of employee performance, including schedule adherence improvements
o Evaluate processes and procedures and suggest methods to improve workforce management and quality assurance operations, efficiency and service to both internal and external customers
o Assist with development and achievement of departmental standard operating procedures
o Monitor staff performance to ensure that established workforce management goals are met
o Manage direct reports in accordance with company policies in an equal manner that ensures confidentiality
o Lead and mentor staff to improve skillset and career potential
o Advise on employee promotions, transfers and dismissals

o Bachelor's degree in health administration, business or related field required
o Minimum 3 to 5 years' experience in workforce management
o A knowledgeable individual with appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry
o Strong mathematical, data analysis and presentation skills
o Progressive staff management experience in a customer service/call center environment
o A good educator who is trustworthy and willing to share information and serve as a mentor
o An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent interpersonal and communication skills
o Ability to delegate and accomplish tasks through other people
o Must exhibit extensive customer service and organizational skills
o An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute
o Ability to exercise considerable judgment, maintain confidentiality and act in a diplomatic manner
o Ability to lead and work with peers in a team effort
o Demonstrated ability to manage multiple priorities and deadlines
o A well-organized and self-directed individual who is able to work with minimal amount of supervision
o Capability to efficiently complete tasks in a fast paced environment
o Ability to work extended hours, weekends and holidays pursuant with industry demands
o Proficient in Microsoft Office, workforce management and industry related software programs
Includes a call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues.

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