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Manager Customer Experience Operations

Manager Customer Experience Operations

AloricaEgypt
15 days ago
Job description

Job Summary :

Performs extensive levels of managing operational performance against client requirements. Regular supervision is exercised over Team Managers or Shift Manager.

Key Job Responsibilities :

  • Oversees all aspects of team member training and development related to programs and client needs
  • Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees.
  • Manages all financial and budgeting responsibilities of operational support division.
  • Oversees performance and quality standard reviews to ensure outcomes meet client expectations.
  • Troubleshoots and creates action plans to quickly and effectively address problems.
  • Identifies process improvement opportunities to drive operational efficiencies operation.
  • Monitors all key metrics in support of meeting / exceeding initiative objectives.

Other Related Duties :

  • Maintain positive, consistent, and effective communications with staff and Senior Leadership teams
  • Other Duties as assigned

    • Minimum Education and Experience :

  • Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
  • Extensive experience in management and operations management in a customer service or call center environment.
  • Adjudication Experience
  • Background within Insurance or Benefits Claims Processing
  • Strong Analytical experience
  • Detail Oriented
  • Proven background working with benefits investigations or research
  • Excellent written and verbal communication skills with the ability to solve issues

    • Knowledge, Skills and Abilities :

  • Strong organizational and strategic planning skills.
  • Client advocate with strong customer service skills.
  • Ability to coach and develop program management to drive program performance.
  • Flexibility and versatility in problem analysis and resolution requiring attention to detail.
  • Ability to communicate across functional lines.
  • Ability to analyze and interpret qualitative and quantitative data
  • Excellent interpersonal, written and oral communications and organizational skills.

    • Work Environment :

  • Flexibility in hours and days to support program needs
  • Work performed in a climate-controlled call center environment or corporate office
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    Operation Manager • Egypt