Long Description

The Operations Lead develops implements and coordinates enrollment services for the organization. The Operations Lead will be responsible for managing operations processes to ensure a high level of efficiency and client satisfaction. The role requires excellent organizational and problem-solving skills, as well as the ability to lead a team of operations personnel.

Core Responsibilities:

• Manage service levels, quality and productivity of call centers and processing associates.
• Manage the day-to-day operations of the organization.
• Maintain/support-improved productivity and quality to meet company objectives and goals.
• Develop action plans as necessary to improve department performance.
• Prioritize client issues and implement changes
• Develop presentations for potential clients, existing clients, and potential and existing employees.
• Development of the management staff including planning, organizing, monitoring and coaching.
• Encourage coach and motivate all department members.
• Evaluate team performance and provide feedback on strengths and opportunities.
• Contact with internal and external customers.
• Participate in team meetings, staff meeting, conference calls with client contacts and other operational areas at WHPS.
• Maintain client relationship, be responsive, address concerns and escalate issues as needed.
• Make staffing recommendations based upon business needs.
• Review reports and data relevant to attainment of service levels and avoid financial penalties.
• Develop strategies to meet expected goals and achieve results.
• Utilize all available resources to expedite completion of tasks.
• Develop/enhance department policies, procedures, control and workflow.
• In-depth knowledge of departmental activities, reference materials, workflow, quality control measures, and productivity standards.
• Monitor and evaluate operational performance and recommend improvements.
• Develop and implement policies and procedures.
• Analyze data to identify areas for improvement.
• Assist in budgeting and forecasting.

Qualification/ Experience Requirements:

• Minimum 5-7 years senior level operations experience.
• Solid understanding of operational processes and systems.
• Excellent leadership skills.
• Must be familiar with the service industry.
• Client facing experience, professional conduct and communication skills.
• Experience adhering to contractual SLAs, aligning resources to ensure SLA/KPIs are met, includes meeting the financial commitment for the organization.
• Knowledge must address diverse and difficult problems or situations.
• Requires experience to integrate activities across multiple functions for the corporation.
• Requires specialized integration of all aspects of the business; knowledge of business and management practices involved in strategic planning, resource allocation, human resource modeling techniques, production methods, and coordination of people and resources
• Proficient with Microsoft Office (Word, Excel, Access, PowerPoint, Project), Visio.

Education:

• Bachelors preferred