Full-Time Senior Group Manager - Operations

• Oversee daily operations of contact center, ensuring efficiency, quality, and SLA compliance.
• Lead back-office functions to ensure accurate and timely task processing.
• Develop and implement queue management strategies to optimize workflow and workforce utilization.
• Supervise notification team to ensure timely and accurate notifications as per client/contractual SLAs.
• Monitor and analyze KPIs to identify performance gaps and implement corrective actions.
• Create and execute strategic initiatives to enhance service delivery and align operations with organizational goals.

• Lead, mentor, and manage large team (60-150 employees) in remote environment at varying career levels.
• Conduct regular performance evaluations, set development goals, and provide ongoing coaching/support.
• Foster culture of accountability, collaboration, and continuous improvement within the team.
• Collaborate with HR to recruit, train, and retain high-performing employees for contact center, back-office, and notification teams.

• Ensure compliance with HIPAA, client policies, and corporate quality/accreditation standards.
• Oversee quality assurance programs to ensure consistent service delivery and operational excellence.
• Address/resolve escalated complaints/compliance issues, working closely with internal compliance teams.

• Identify opportunities to improve workflows/processes within contact center, back-office, and notification functions.
• Develop and update policies, procedures, and training curriculums to align with evolving business needs.
• Leverage tools such as Microsoft Office, Visio, and other process management systems to support operational objectives.

• Partner with senior management, clinical teams, and other departments to align operational activities with broader organizational goals.
• Coordinate cross-departmental projects to ensure seamless service delivery and customer satisfaction.

• Bachelor’s degree in Business Administration, Healthcare Management, or related field, or equivalent experience; Master’s degree preferred
• Minimum 7+ years of experience in healthcare contact center management, including experience with managed care products
• Proven track record of managing large teams and back-office operations in a fast-paced, evolving environment
• Exceptional problem-solving, analytical, and decision-making skills
• Strong communication and interpersonal skills with the ability to work effectively with employees and clients at all levels

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