Operations Manager
3.
6 Ebensburg, PA Ebensburg, PA Estimated:
$80.
5K - $102K a year Estimated:
$80.
5K - $102K a year MyAdvisor/VetAdvisor care coordination program provides expert care for those that serve others.
From behavioral health to career development, MyAdvisor will triage individual needs to find the best resources for ongoing support.
With over 12 years of proven success, MyAdvisor provides support to those who are responsible for the safety and welfare of others.
Three Wire delivers practice, preventative, and integrated care coordination to private and public sector employers.
This care coordination, in turn, supports clinical tele-behavioral health, holistic wellness, navigational advocacy and family stability, and thus helps individuals thrive in their career and family life.
JOB
Summary:
The Operations Manager will manage all aspects of the VA Caregiver Legal and Financial Program (which serve internal and external stakeholders by planning and implementing program strategies and initiatives).
This position is responsible for implementation and review of all related program policies and procedures, supervision, training, and development of program personnel; conflict resolution; quality assurance; and any related corrective action or risk mitigation.
The position performs a wide range of managerial duties to facilitate the efficient operation of the program.
The Operations Manager supervises all program supervisory personnel.
ESSENTIAL JOB FUNCTIONS:
Developing objectives for the VA Caregiver Legal and Financial program day-to-day operations Conducting effective resource planning to maximize the productivity of resources (people, technology etc.
) Assume responsibility of budgeting and tracking expenses Assist in hiring, training, coaching, and retention of program personnel Oversee program delivery and training initiatives designed to develop personnel and maintain high customer service standards Oversee quality assurance program; monitor and improve program delivery to enhance telephone handling, call quality, and other inbound/outbound call improvement activities Evaluate program performance with key metrics (accuracy, call-waiting time etc.
) Prepare reports for review KEY COMPETENCIES:
Excellent interpersonal and customer-facing skills Prioritizing, planning and organizing Strong analytical and problem assessing / solving skills Strong communication skills, both written and verbal Flexible; able to see 'big picture' and make improvements Results-driven professional Working as part of a team Ownership of operational matters MISSION
Responsibilities:
Contributes to achievement of the Mission and Vision of our organization.
Adapting to Change - Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
Continuous Improvement - Acts to constantly improve the level of customer satisfaction in both individual and teamwork processes.
Client Centered Focus - Demonstrates concern for meeting or exceeding customer's expectations/requirements in a manner that allows the client to guide rehabilitation process towards the achievement of their goal(s) and which provides satisfaction for the customer.
Teamwork - Accomplishes tasks through working effectively with others and appreciating the value, contributions and commitment of every member.
JOB SPECIFICATIONS:
Required Knowledge, Skills, and Abilities:
The Operations Manager will have proven experience in operations within a contact center or similar role.
Experience in customer service arenas.
Knowledge of performance evaluation and customer service metrics.
Solid understanding of reporting and budgeting procedures.
Experience in basic financial analysis (cost-effectiveness, cost-benefits, etc.
) Proficiency in MS Office and call center equipment/software programs.
Must have outstanding communication (both orally and written) and interpersonal skills, excellent organizational and leadership skills with a problem-solving ability.
Must be positive and patient.
Able to create and maintain an organized work environment, and work with frequent interruptions.
Must be a US Citizen.
Education/Training Requirements:
Bachelor's degree required.
Master's degree preferred.
Minimum
Experience:
7 years operations management experience with 1-2 years of supervisory experience required.
Physical Capabilities:
Sitting, standing, walking and traveling to off sites; some carrying of computer equipment.
Mental demands:
Concentration / Attentiveness, respond to unpredictability, manage multiple projects / tasks, read, comprehend and follow instructions, and relate to others.
Supervisory Responsibilities / Controls :
Responsible for reviewing approving time sheets, monitoring, reporting, ensures direct reports are trained in their functions and other supervisory responsibilities as necessary.
Busine ss Sensiti ve Work Environment:
Typical Office.
Occasional travel may be required (less than two weeks.
Estimated Salary: $20 to $28 per hour based on qualifications.
6 Ebensburg, PA Ebensburg, PA Estimated:
$80.
5K - $102K a year Estimated:
$80.
5K - $102K a year MyAdvisor/VetAdvisor care coordination program provides expert care for those that serve others.
From behavioral health to career development, MyAdvisor will triage individual needs to find the best resources for ongoing support.
With over 12 years of proven success, MyAdvisor provides support to those who are responsible for the safety and welfare of others.
Three Wire delivers practice, preventative, and integrated care coordination to private and public sector employers.
This care coordination, in turn, supports clinical tele-behavioral health, holistic wellness, navigational advocacy and family stability, and thus helps individuals thrive in their career and family life.
JOB
Summary:
The Operations Manager will manage all aspects of the VA Caregiver Legal and Financial Program (which serve internal and external stakeholders by planning and implementing program strategies and initiatives).
This position is responsible for implementation and review of all related program policies and procedures, supervision, training, and development of program personnel; conflict resolution; quality assurance; and any related corrective action or risk mitigation.
The position performs a wide range of managerial duties to facilitate the efficient operation of the program.
The Operations Manager supervises all program supervisory personnel.
ESSENTIAL JOB FUNCTIONS:
Developing objectives for the VA Caregiver Legal and Financial program day-to-day operations Conducting effective resource planning to maximize the productivity of resources (people, technology etc.
) Assume responsibility of budgeting and tracking expenses Assist in hiring, training, coaching, and retention of program personnel Oversee program delivery and training initiatives designed to develop personnel and maintain high customer service standards Oversee quality assurance program; monitor and improve program delivery to enhance telephone handling, call quality, and other inbound/outbound call improvement activities Evaluate program performance with key metrics (accuracy, call-waiting time etc.
) Prepare reports for review KEY COMPETENCIES:
Excellent interpersonal and customer-facing skills Prioritizing, planning and organizing Strong analytical and problem assessing / solving skills Strong communication skills, both written and verbal Flexible; able to see 'big picture' and make improvements Results-driven professional Working as part of a team Ownership of operational matters MISSION
Responsibilities:
Contributes to achievement of the Mission and Vision of our organization.
Adapting to Change - Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
Continuous Improvement - Acts to constantly improve the level of customer satisfaction in both individual and teamwork processes.
Client Centered Focus - Demonstrates concern for meeting or exceeding customer's expectations/requirements in a manner that allows the client to guide rehabilitation process towards the achievement of their goal(s) and which provides satisfaction for the customer.
Teamwork - Accomplishes tasks through working effectively with others and appreciating the value, contributions and commitment of every member.
JOB SPECIFICATIONS:
Required Knowledge, Skills, and Abilities:
The Operations Manager will have proven experience in operations within a contact center or similar role.
Experience in customer service arenas.
Knowledge of performance evaluation and customer service metrics.
Solid understanding of reporting and budgeting procedures.
Experience in basic financial analysis (cost-effectiveness, cost-benefits, etc.
) Proficiency in MS Office and call center equipment/software programs.
Must have outstanding communication (both orally and written) and interpersonal skills, excellent organizational and leadership skills with a problem-solving ability.
Must be positive and patient.
Able to create and maintain an organized work environment, and work with frequent interruptions.
Must be a US Citizen.
Education/Training Requirements:
Bachelor's degree required.
Master's degree preferred.
Minimum
Experience:
7 years operations management experience with 1-2 years of supervisory experience required.
Physical Capabilities:
Sitting, standing, walking and traveling to off sites; some carrying of computer equipment.
Mental demands:
Concentration / Attentiveness, respond to unpredictability, manage multiple projects / tasks, read, comprehend and follow instructions, and relate to others.
Supervisory Responsibilities / Controls :
Responsible for reviewing approving time sheets, monitoring, reporting, ensures direct reports are trained in their functions and other supervisory responsibilities as necessary.
Busine ss Sensiti ve Work Environment:
Typical Office.
Occasional travel may be required (less than two weeks.
Estimated Salary: $20 to $28 per hour based on qualifications.
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