Experienced Customer Operations Manager – Federal Programs Call Center Leadership

At blithequark, we're dedicated to safeguarding the health and financial stability of our employees and their loved ones. As a key member of our Customer Operations leadership team, the Customer Operations Manager plays a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This position focuses on managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs).If you're a seasoned leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. About blithequarkAt blithequark, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care – but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building equitable programs that offer opportunities for advancement, create meaningful connections, and improve the lives of our employees and their families.Because we know that when we take exceptional care of each other, we can make a positive impact for all. Job SummaryWe're seeking an experienced Customer Operations Manager to lead our Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. As a key member of our Customer Operations leadership team, you'll be responsible for managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs).You'll also identify opportunities to enhance processes and customer experiences, mentor and develop team members, and foster a customer-centric culture. Responsibilities- Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team. - Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states.- Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency. - Works collaboratively with internal training teams to develop written training materials and coordinate training. - Develops, monitors, and reconciles an annual operating plan, budget, and staffing. - Analyzes KPI's, systems, and processes to identify trends or issues and make recommendations for better customer and employee experience. - Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and bolthires-effective manner.- Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions. - Acts as the key point of contact for responding or presenting to internal and external auditors. - Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders. Qualifications- 8+ years' experience in a contact center environment with 3-5+ years supervisory/management; HS diploma/GED required.- Strong leadership skills. - Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail. - Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences. - Analytic and problem-solving abilities. - Strong knowledge and application of English grammar, composition, editing, and proofreading skills. - Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems.- Negotiation and dispute resolution skills. Essential Skills and Competencies- Strong leadership and management skills with the ability to motivate and develop team members. - Excellent communication and interpersonal skills with the ability to convey priorities and information to a wide range of audiences. - Strong analytical and problem-solving skills with the ability to identify trends or issues and make recommendations for better customer and employee experience. - Ability to work collaboratively with internal training teams to develop written training materials and coordinate training.- Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail. - Ability to keep informed of upcoming technology and industry changes and understand the impacts to the department at a high level to communicate needs to business partners and leaders. Career Growth Opportunities and Learning BenefitsAt blithequark, we're committed to helping our employees grow and develop their careers. As a Customer Operations Manager, you'll have opportunities to:- Develop and implement process improvements to enhance customer experiences and operational efficiency.- Collaborate with cross-functional teams to drive strategic goals and initiatives. - Participate in training and development programs to enhance your leadership and management skills. - Take on new challenges and responsibilities as the company grows and evolves. Work Environment and Company CultureAt blithequark, we're dedicated to creating a positive and inclusive work environment that supports the well-being and success of our employees. As a Customer Operations Manager, you'll be part of a dynamic and collaborative team that's passionate about delivering exceptional customer experiences.Our company culture is built on the following values:- Trust: We trust each other to do our best work and make decisions that benefit the company and our customers. - Service: We're committed to delivering exceptional customer experiences that exceed expectations. - Excellence: We strive for excellence in everything we do, from our products and services to our internal processes and procedures. - Innovation: We're always looking for new and better ways to do things, and we encourage our employees to think creatively and take calculated risks.Compensation, Perks, and BenefitsAt blithequark, we offer a comprehensive compensation and benefits package that includes:- Competitive base and incentive pay. - 401(k) with robust matching and non-matching contributions. - Rich medical and pharmacy benefits. - 100% employer-paid dental and vision benefits. - Holistic wellbeing program with deep financial incentives. - Generous paid time off plus 12 paid holidays and your birthday off. - Culture of growth and learning: career development; tuition reimbursement; recognition program.- Family support: adoption assistance, fertility treatment, child, elder, and pet care assistance. - Social responsibility and volunteer opportunities. - Employee discount program. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Equal Opportunity Employerblithequark is an equal opportunity employer.We're committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status, or any other status protected under federal, state, or local law.