Supervisor, Operations

Position Purpose: The Supervisor Operations provides direct supervision to entry and/or processing staff and provides hiring, training, evaluation, development and performance management.

Monitors and directs workflow to ensure timely and accurate processing to meet organizational objectives and contractual requirements.

Develops policies and procedures to improve efficiencies and to support new contracts or programs.

Interfaces with internal staff at all levels, field personnel, staff from other contractors and customers.

Creates and monitors reports as required for process control and production effectiveness.

Makes necessary adjustments to maintain quality standards and achieve operational goals.

Completes special projects as required.

Key Details: Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.

Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.

• Ensures production effectiveness by monitoring reports, assigning resources as required, analyzing processes and making recommendations for process improvement.
• Ensures quality effectiveness by monitoring reports and making adjustments to processes and procedures as necessary.
• Responds to customer inquiries and tracks issues for possible process improvement.
• Represents department with efforts to promote relationships, improve processes and secure goals.
• Collects and analyzes operational data to determine reasons for calls and identify efficiency improvements.
• Performs quality control work and provides feedback and coaching to staff.
• Handles administrative issues (associate issues, disciplinary matters, timekeeping, scheduling).
• Handles escalations.
• Works on special projects as required for staff or self-development as well as meeting corporate and departmental goals and objectives.
• Works in conjunction with department staff to analyze and construct procedures in response to new programs or contracts.
• Develops and maintains relationships with other departments to collaborate on issues and ensure optimum customer satisfaction.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education/Experience: Bachelor's Degree in a related field or equivalent work experience required. 2+ years direct supervisory experience including hiring and firing authority for minimum of ten associates required. 2+ years in healthcare (government healthcare delivery preferred) or production environment required.