Operations Training and Development Associate focusing on agent training and customer service standards. Collaborating with leadership to enhance new hire experience and maintain training materials.
About the role
- Supervisor Operations managing processing staff and overseeing workflow efficiencies in healthcare operations. Leading hiring, training, and performance management for a diverse team of associates.
Responsibilities
- Provides direct supervision to entry and/or processing staff
- Provides hiring, training, evaluation, development and performance management
- Monitors and directs workflow to ensure timely and accurate processing
- Develops policies and procedures to improve efficiencies
- Interfaces with internal staff, field personnel, contractors and customers
- Creates and monitors reports for process control and production effectiveness
- Makes necessary adjustments to maintain quality standards
- Completes special projects as required
- Ensures production effectiveness by analyzing processes and making recommendations for improvement
- Responds to customer inquiries and tracks issues for possible process improvement
- Represents department in promoting relationships and securing goals
- Collects and analyzes operational data to identify efficiency improvements
- Performs quality control work and provides feedback and coaching to staff
- Handles administrative issues and escalations
Requirements
- Bachelor's Degree in a related field or equivalent work experience required
- 2+ years direct supervisory experience including hiring and firing authority for minimum of ten associates required
- 2+ years in healthcare (government healthcare delivery preferred) or production environment required
- Within ICS/Mail Distribution Centers only, 2 years experience supporting production teams such as print, fulfillment, manufacturing or related industries required
- May require US citizenship and current security clearance
Benefits
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
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