Centers of Excellence Operations Manager - Customer Service

JOB SUMMARY

Ontellus is the leading records retrieval service partner, providing Best-In-Class technology with unparalleled data security for insurance claims & litigation.

As a critical enabler of the Ontellus operating model, the Centers of Excellence (COE) Manager Customer Service will oversee the day-to-day operations of the Customer Service and Quality Management functions.

They will have the proven ability to plan and manage operational processes for maximum efficiency while promoting best in class customer service to deliver a high-quality client experience.

The COE Manager of Customer Service is the driver of the process inside the site / function and plays a key role in setting the environment and the conditions for the customer service operations to be successful.

This position will work with the COE Director to set strategic operational goals as they pertain to customer service and will be responsible for executing on those goals in a timely manner.

ESSENTIAL RESPONSIBILITIES

Customer Service Tasks :

• Commits to the full implementation of the Customer Service strategy across the business.
• Ensures Customer Service function operates effectively and that the functions / activities are aligned to departmental and company objectives.
• Sets the expectation to provide best in class customer service.
• Central Interface for all customer generated inquiries / escalations via sales and customer service.
• Upon acceptable problem resolution of client escalations will create action-based messaging to provide back to the customer.

Run the Business Customer Service Tasks :

• Tracks department input / output and documents current performance by function.
• Validate and maximize capacity and resource utilization. Course-correct as needed.
• Attend / provide updates at operation meetings.
• Lead regular team huddles including assessment of prior day performance and current day plan.
• Audit internal quality, including SOP compliance and work status routing. Provide feedback to internal stakeholders as needed.
• Prepare and publish any quality alerts, training materials as needed.

People Tasks

• Communicates business updates, customer feedback, and changes.
• Prepare and attend One on One with leadership team.
• Ensure Performance Management Actions are on track.
• Manages, develops, and trains personnel; maintains peak level of employee morale and motivation within organization for maximum level of productivity and employee retention.
• Plans and conducts regular staff meetings to inform, educate, and recognize employees, as well as to provide a forum for exchange of ideas.

Team Performance Management Review :

• Conduct regular touch points with direct reports.
• Provides recognition and areas for improved performance.
• Review team / individual performance KPI, productivity, quality for gaps. Develop actions plans.
• Assess training needs including new hires, cross training, and internal resource loans.
• Coaches and develops employees including performance management in accordance with company policy.
• Documents disciplinary issues as they relate to performance behavior.
• Prepares performance appraisals for HR approval, and presentation to employee.

Administrative Tasks :

• Handles all payroll functionalities including approving / denying time off requests, corresponding with employees regarding missed / late punches, and approving payroll for processing.
• Documents all unscheduled absences and late punches.
• Management of vendor relationships relative to the Production department

Customer Service Process Improvement Tasks :

• Identifies opportunities for process improvements and document Best Demonstrated Practices.
• Participates in Center of Excellence (COE) continuous improvement events and support execution of related projects or rapid experiments.
• Conducts root cause analysis and coordinates issue resolution across Centers of Excellence. Works with COE leaders to drive continuous improvement based on voice of the customer feedback.
• Develop team fungibility to support COE functions across systems.

Compliance Tasks :

• Adheres to local, State, and Federal regulations inclusive but not limited to DOL, OSHA, DFEH, and EEOC.
• Maintains equipment and reports service requests as needed.
• Assists in maintaining the security of the records and facilities by conducting operations in a manner which promotes the safety of employees and security of client orders.
• Assures all assets are secured and handled appropriately to minimize damage and property loss.
• Executes Company policies, procedures, and programs in a professional, effective, and timely manner.
• Maintains business confidentiality relative to personnel, pricing, promotion, customer lists, and methods of distribution.
• Communicates effectively between departments and shifts to enhance overall business needs.
• Other duties as assigned

Job Requirements

• BA / BS Management, Business, Operations(preferred).
• Prior experience in customer service leadership (required).
• Prior experience with a legal support organization (preferred).
• Strong customer service skills (required).
• Prior process improvement or program management experience (preferred).
• Ability to analyze, develop, initiate, and implement plans and strategies to achieve goals.
• Strong computer skills; ability to navigate through the Internet, MS Office, and email.
• Outstanding interpersonal skills with, peers, superiors, customers, and other partners.
• Ability to prioritize and meet critical deadlines.
• Ability to motivate, develop, lead and direct employees.
27 days ago