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Senior Operations Manager

Company: HPOne
Location: San Antonio
Posted on: June 15, 2019

Job Description:

Founded in 2006, HPOne is a leading sales and marketing organization that operates across multiple segments of the Medicare and health insurance marketplaces. Using proprietary technology solutions coupled with deep industry knowledge, the company provides a range of outsourced sales, marketing and contact services for national and regional health plans, operates private exchanges for individual consumers and employer-based group retirees, and manages the largest exclusive Medicare lead generation marketplace in the industry. HPOne's core differentiation is its exclusive focus on the health insurance industry, bringing innovative and performance-based solutions that address the most pressing challenges facing clients. With four state-of-the-art contact centers around the country and a management team with an average of over 15 years in the health insurance industry, HPOne provides its clients with the solutions they need to profitably grow and manage their business. For five consecutive years, HPOne has been named to Deloitte's Technology Fast 500, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America, earning a rank of 357 for 2016.

Summary of role:

The ideal candidate for the Senior Operations Manager (Sr. OM) position is to oversee all day-to-day aspects of the Member Acquisition call center; directly manage sales supervisors and indirectly oversee agents specific to the Medicare Insurance carrier and call center. Following the initial implementation and successful launch of the carrier's program, the Sr. OM will act as the carrier's point of contact for all call center related issues. The main goal of the Sr. OM is to ensure all SLA's and sales goal are met, satisfactorily fulfilling all compliance and client requirements. Additionally, the Sr. OM will serve as the site point of contact/leader.

Description of Accountabilities:


  • Train and manage assigned sales supervisors and provide daily call center operations oversight
  • Oversee day-to-day unit operations and key performance metrics
  • Ensure all client "rules of engagement" and call flows are followed
  • Prepare and evaluate daily call center performance reports by collecting, analyzing and summarizing data and trends and recommend areas for improvement
  • Interface with carrier client and/or account management to plan and control implementation and contribute information and analysis to support strategic planning initiatives
  • Lead post-implementation bi-weekly call center updates for client
  • Review all QA documents and ensure they are completed and delivered to client, when applicable
  • Work with QA supervisor to schedule and take part in call calibration sessions (with client, when applicable)
  • Work directly with client to troubleshoot call center/member issues that arise
  • Ensure compliance through licensing, appointments and attestations
  • Ensure all agents are properly licensed and appointed prior to going live
  • Communicate and follow up with any IT (system and telephony) related issues, ensuring business continuity
  • Ensure that agents are properly aligned in the correct program and supervisor
  • Accomplish human resource objectives in the interviewing, hiring, training, coaching, and when necessary, utilizing corrective action with agents and supervisors
  • Manage capacity planning and scheduling to ensure adequate carrier client coverage for all client campaigns
  • Gather and approve all agent billable hours prior to submitting to VP for final approval
  • Work closely with account manager/sales representatives in developing monthly recap deck
  • Review and reconcile agent commission statements
  • Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value
  • Make recommendations for system improvements
  • Site point of contact
  • Facilitate site management functions
  • Create and drive HPOne culture in site
  • Improve and manage overall site attrition
  • Manage site administrative costs
  • Interact with local community to promote HPOne's brand and recruitment activities
  • Promote a healthy work environment with honesty, integrity, and respect for all employees
  • Accomplish other duties as assigned

    Required qualifications for this role:


    • Minimum of five years previous management experience in a call center environment
    • Two to five years Individual/Family Plan health insurance sales and Medicare sales experience
    • Previous management experience in a call center environment
    • Solid knowledge and grasp of CMS rules and regulations
    • Solid knowledge of individual & health insurance plans
    • Solid understanding of call center technology, terminology and environment
    • Proven track record of increasing sales in a phone based environment
    • A current and valid Health Insurance License
    • Ability to think strategically and manage towards established goals
    • Excellent verbal, telephone and written communication skills
    • Ability to work well in a team environment
    • Must be accurate and detail-oriented
    • A professional, positive and enthusiastic attitude
    • Effective training and development skills
    • Strong coaching and counseling skills

      Preferred qualifications for this role:


      • Bachelor's degree in marketing, sales, business administration or related field or equivalent experience
      • Knowledgeable in Microsoft Office skills


        HPOne is an Equal Opportunity Employer:

        HPOne is an equal opportunity employer, committed to employment equity throughout all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We welcome and encourage diversity in the workplace. HPOne requires the necessary drug testing and background checks as part of our pre-employment practices.

Keywords: HPOne, San Antonio , Senior Operations Manager, Executive , San Antonio, Texas

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