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ES Operations Supervisor

Company Name:
HMS Holdings
Job Description
Provides day-to-day supervision and direction to assigned team. Ensures operations are running optimally and processes and procedures are being followed.
Supervise Level 2 team in the call center and/or mail room. Responsible for hiring, performance management/performance feedback, scheduling, workload distribution, and time tracking.
Work with Director of Operations to forecast staffing needs.
Monitor, measure and report key metrics for call center and mail operations.
Ensure processes meet or exceed performance standard focusing on best in class processes and procedures. Review processes regularly for improvement.
Define efficiency and cost containment goals across the organization and ensure processes and measures are in place for active management.
Work directly with Director of Operations to identify risks and mitigation efforts.
Identify development/application needs and work with other areas of the department to ensure operational proficiency.
Ensure efficiencies and quality of all areas of responsibilities.
Track occurrences for all DE OPS Point of contact for payroll (eTime).
Run daily/weekly/monthly reports including agent reports and reports for OPS.
Track agent performance goal all DE OPS.
Report agents at risk.
Manage attendance and performance policies.
Assess skill set of employees and outline development needs.
Promote a positive work environment and motivate others to excel.
Required Skills
Ability to communicate well both verbally and in writing, fluently in English.
Ability to be careful and thorough about detail.
Ability to maintain confidentiality.
Ability to work independently, under pressure and within restricted timeframes.
Ability to multi-task and prioritize.
Ability to learn new concepts, software and processes.
Ability to adapt and thrive in a changing environment.
Ability to manage time effectively.
Ability to manage operational performance.
Ability to provide feedback and coaching to employees.
Ability to define problems, collect data, establish facts and draw conclusion.
Ability to work proficiently with MS Office tools.
Ability to work with and apply mathematical concepts such as fractions, percentages, ratios related directly to operations center performance
Ability to learn new concepts quickly by researching available tools.
Demonstrate ability to identify problems and work creatively to resolve them, considering the impact of actions on other departments and employees.
Ability to demonstrate a strong knowledge of customer service principles and practices.
Average manual dexterity in use of a PC, phone, sorting, filing and other office machines.
Ability to work with a process improvement mindset.
Strong technical, operational and process propensity.
Required Experience
Bachelor Degree from a four year college or university preferred or equivalent combination of education and experience that provides the required knowledge, skills, and abilities required.
2+ years related work experience, healthcare industry experience desired.
Demonstrated leadership attributes.
Req Number: 4335

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