Operations Supervisor - Call Center

Are you a seasoned Call Center supervisor that is passionate about making a difference? Want to be a part of a team that values culture? This maybe the job for you!

At QTC, the nation’s largest provider of disability and occupational health examination services, we are PASSIONATE about our country’s veterans, UNITED as a team and INSPIRED to make a difference.

We offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance, and we are proud to provide an employment package that attracts, develops and retains the best talent:

• Generous paid time off (minimum of 14 days/year), as well as 10 paid holidays
• Competitive compensation and quarterly bonuses
• Access to flexible benefits, including health and wellness programs, long and short term disability, an employee assistance program, employee referral bonuses, credit union access and flexible spending accounts
• A 50% company match of your pre- and post-tax contributions up to 6% of your salary, including immediate vesting of company contributions
• An inclusive and ethical work place
• Tuition reimbursement

Must be able to work ONSITE in between the hours of 11am - 8pm OR 3pm - 12am CT, M-F required

Pay Range:

$64K - $70K

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, performance-related bonuses, health and wellness programs, student loan repayment and tuition reimbursement, paid leave and retirement. More details are available here.

The QTC pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Job Summary:

Oversees the operational aspects of ongoing projects and serves as liaison between project management and planning, project team. Oversees the status of operational issues, schedules, and prepares reports. Monitors and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.

Essential Duties and Responsibilities

• Responsible for the daily operational workflow, to include communication with external and internal customers, resolution of claimant, provider, and client issues, and identify workflow concerns for specific cases and employees
• Responsible for the specific team performance in order to achieve the operational goals of timeliness, quality, and customer service
• Perform other duties and responsibilities as assigned
• Analyze and report on a monthly and quarterly basis operational statistics
• Manage processes focused on effective customer service, ensure immediate escalation of issues, and participate in meetings to discuss the case management process
• Responsible for coordinating subordinate employee recruitment, performance assessment, work assignments, salary, and recognition/disciplinary actions
• Manage processes and procedures to ensure timely and quality completion of work according to clients contractual obligations
• Direct the training of team members on workflow and contractual modifications expeditiously
• Ensure the use of best practice workflows and operational excellence in activities are utilized

Competencies:

• Proficient in Windows operating systems and Microsoft Office suites
• Possess excellent organizational and follow up skills, with a strong attention to detail
• Possess and demonstrate skills necessary to analyze information, problems, procedures and situations
• Ability to effectively manage competing priorities with a sense of urgency
• Strong communication skills, both verbal and written
• Demonstrated ability to work independently, take initiative and be self-motivated
• Sound knowledge and understanding of medical terminology and body systems
• Strong working knowledge of electronic scheduling systems and Electronic Medical Records (EMR)
• Strong leadership skills with the ability to prioritize and delegate effectively
• Strong working knowledge of case management programs

Education and/or Experience:

• Bachelor’s degree from an accredited college in a healthcare related field or equivalent experience/combined education
• 3 years of supervisory experience in a call center environment required
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
• Experience in the healthcare industry strongly preferred
• Must be able to work the hours of 11am - 8pm or 3pm - 12am CT, M-F required

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, sexual orientation, people with disabilities protected under law, and protected veteran status.

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

Experience

Required

• 4 year(s): Supervisory or management experience preferably in a healthcare setting

Preferred

• Project management and medical case management life cycle experience is preferred

Education

Required

• Bachelors or better

Skills

Preferred

• Conflict Management
• Customer Service
• Sense of Urgency
• Prioritization
• Verbal Communication
• Collaboration
• Analytical
• Computer Literacy
• Leadership
• Change Leadership
• Medical Terminology
• Critical Thinking
• Electronic Medical Records
• Interpersonal
• Human Anatomy/Physiology
• Written Communication

Behaviors

Preferred

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Leader: Inspires teammates to follow them

Motivations

Preferred

• Peer Recognition: Inspired to perform well by the praise of coworkers
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Goal Completion: Inspired to perform well by the completion of tasks

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)