[Remote] Operations Manager

Note: The job is a remote job and is open to candidates in USA. HealthPlanOne is dedicated to helping individuals find the right health insurance at the right price. The Operations Manager will oversee the daily operations of the Member Acquisition call center, ensuring compliance with service level agreements and sales goals while managing a team of sales supervisors and agents.ResponsibilitiesTrain, develop, certify and lead sales supervisorsOversee day-to-day unit operations and key performance metricsResponsible for the daily execution of operational procedures within the sales team(s) and siteEnsure all client “rules of engagement” and call flows are followedResponsible for service level attainment and proper scheduling of agents for carrier program(s)Responsible for setting team goals and ensuring individual goals are aligned to carrier expectationsExecution of CMS Secret Shopper process for each carrierPrepare and evaluate daily call center performance reports by collecting, analyzing and summarizing data and trends and recommend areas for improvementInterface with carrier client and/or account management to plan and control implementation and contribute information and analysis to support strategic planning initiativesLead post-implementation bi-weekly call center updates for clientReview all QA documents and ensure they are completed and delivered to client, when applicableWork with QA supervisor to schedule and take part in call calibration sessions (with client, when applicable)Work directly with client to troubleshoot call center/member issues that ariseEnsure compliance through licensing, appointments and attestationsEnsure all agents are properly licensed and appointed prior to going liveCommunicate and follow up with any IT (system and telephony) related issues, ensuring business continuityEnsure that agents are properly aligned in the correct program and supervisorResponsible for their team’s execution on interviewing, hiring, training, coaching, and when necessary, utilizing corrective action with agents and supervisorsManage capacity planning and scheduling to ensure adequate carrier client coverage for all client campaignsGather and approve all agent billable hours prior to submitting to VP for final approvalWork closely with account manager/sales representatives in developing monthly recap deckReview and reconcile agent commission statementsAccomplish organizational goals by accepting ownership of new requests and explore opportunities to add valueMake recommendations for system improvementsPerforms other related duties as assignedSkillsHigh school diploma or equivalent2+ years of successful sales management experience in a call center environment2+ years' Individual/Family Plan health insurance sales and Medicare sales experienceSolid knowledge and grasp of CMS rules and regulationsSolid knowledge of individual and health insurance plansSolid understanding of call center technology, terminology and environmentProven track record of increasing sales in a phone-based environmentAbility to think strategically and manage towards established goalsExcellent verbal, telephone and written communication skillsBachelor's degree in marketing, sales, business administration or related fieldA current and valid Health Insurance LicenseKnowledgeable in Microsoft Office skillsCompany OverviewHPOne is a singular vision create custom sales,marketing and contact center solutions exclusively for the health insurance industry. It was founded in 2006, and is headquartered in Trumbull, Connecticut, USA, with a workforce of 501-1000 employees. Its website is https://hpone.com/.