VP of Operations - Site Leader (Call Center)

Optum Business Process Outsourcing is searching for a Vice President of Operations - Site Leader who will be responsible for providing the leadership, development and execution of the operational strategy for their respective site. Optum Business Process Outsourcing is owned by Optum, a division of UnitedHealth Group. It is the premier growth, retention and service solutions company, aimed at the unique and complex distribution needs of the healthcare market.

The Site Leader will manage operations teams for several critical client relationships within the organization. The Site Leader will partner with Client Practices to develop and manage sales and service teams down line of direct managers, supervisors, trainers, quality analysts and licensed sales and unlicensed enrollment and member service agents.

The position requires the development of recruiting and hiring strategies that align with local market demands, promoting a highly motivated, performance-based culture, managing profitability and revenue growth, achievement of consistent, reliable program metrics and operational goals, and developing and maintaining value driven client relationships. All aspects of the employee working environment from engagement to facility readiness to the safety of the physical structure are the responsibility of the Site Leader.

Minimum Requirements

• Manage account revenue attainment and profitability
• Manage Account results (analyze production results and trends, analyze consumer trends, analyze Client/industry trends, etc.)
• Interview and /or hire direct reports
• Manage/track/approve attendance of direct reports and downstream teams
• Manage attrition and develop action plans to address issues
• Develop/monitor production plan to meet service requirements
• Manage production expense drivers
• Monitor call quality of production teams
• Provide input to program work flows and M&Ps
• Coordinate training events and initiatives
• Manage production problem/complaint escalation
• Establish and communicate performance expectations with direct reports and downstream teams (e.g., Key KPIs or Service Commitments, OPTUM BPO goals and measures, team roles, standards & norms, etc)
• Distribute/communicate team, account, and company information
• Lead production team status and planning meetings
• Participate in / lead management, company and other meetings and/or ensure attendance/representation of account at appropriate meetings
• Determine/coordinate roles, tasks and schedules of direct reports and downstream teams
• Model/ensure adherence of Production team to company processes
• Monitor, assess, document and provide clear, specific feedback and coaching to direct reports
• Motivate and build morale
• Recognize team for outstanding performance
• Coordinate/provide internal team training and developmental events
• Resolve interpersonal/team conflicts
• Administer Developmental actions, Performance Improvement Plans, etc for direct reports
• Administer performance reviews for direct reports
• Review/assess project production, efficiency and quality results against goals/commitments
• Provide internal reports of production results (i.e., key indicators)
• Determine areas for account-wide production improvements
• Coordinate/lead development and implementation of action plans for improvement
• Assess impact of action plans on account results
• Manage key financial drivers to meet budget and forecast
• Provide input regarding expenses
• Oversee/coordinate incentive (i.e., Pay For Performance plans)
• Obtain client information necessary to manage business
• Determine client communication needs
• Position OPTUM BPO in Client planning sessions
• Participate in client performance review meetings, calibrations sessions, etc.
• Manage daily Client requests (complaints, inquiries, modifications, etc.)
• Implement Client Communication Plan (daily reports, conference calls, monitoring, issues, log/document critical client interactions, etc)
• Manage daily client interface
• Host and arrange client tours and visits
• Gather requirements and screen for fit (up sell, renewal and growth)
• Interact with Client Practices or Project Management
• Validate and refine client requirements
• Manage development/presentation of proposals
• Manage Service Implementations, Modification and Shut Down
• Define/lead implementation plan
• Project manage implementation plan
• Communicate status/issues with client and internal partners
• Initiate move to Production
• Hold/host post implementation reviews

Knowledge, Skills & Abilities Required:

• Bachelor’s Degree in business related field is required
• Master’s Degree/MBA preferred
• Significant experience in the corporate and/or business unit leadership role
• Significant experience in contact center management roles managing sites with 700-800 agents
• Significant experience working in the health insurance and/or other health related industries is a plus
• Demonstrable and proven experiences as an effective leader of change in a demanding and fast paced environment