Job description: Responsible for providing oversight for customer service staff. Responsible for establishing departmental policies and procedures. Primary duties may include but are not limited to : Directs implementation and administration of benefit programs Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes, and government mandated disclosures Audits to monitor efficiency and compliance with policies; prepares specialized reports; may be assigned to special project work consistent with the role and dictated by the needs of the business Hires, trains, coaches, counsels, and evaluates performance of direct reports Qualifications: At least 2 years of experience as an Operations Manager in the BPO industry Background in handling Telco or Healthcare Account Cross-Functional Collaboration Problem Solving and decision-making abilities Strategic Thinking Six Sigma Trained (Preferred) Show more Show less