The Manager, Program Operations is responsible for coordinating the functions of the call center patient assistant program enrollment team. This person must promote effective communication and performance of duties to support the department staff to ensure excellent customer service by way of complete and accurate patient documentation, ongoing employee training and allocation of resources. This Manager reports directly to the Sr. Manager, Program Operations.
Responsibilities include:
- Manages activities of a team that are moderately complex to complex.
- Develops and directs work schedules and monitors work flow to achieve established goals and objectives.
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Monitor individual employee results to identify and act on both positive and negative performance trends to ensure attainment of performance targets.
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Monitor calls to observe employee demeanor, technical accuracy and conformity to company policy.
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Create and foster a positive work environment for the department.
- Interacts with other supervisors, other functional areas, management and outside vendors to complete objectives.
- Decisions and problem solving are generally guided by policies, procedures and business plan; receives general guidance and oversight from manager in the form of work objectives, but typically leads independently Interacts daily with direct reports and/or functional peer groups.
- Communicates departmental goals to work group
Qualifications:
- 3-5 years of call center management operations experience.
- Experience with IVR, quality monitoring, and workforce management applications in order to meet KPIâs
- Proven innovative problem-solving abilities and decision-making skills in addition to prioritization and planning skills
- Ability to champion change, effectively influence others, down, across and up, and work effectively in a team-based environment
- Strong interpersonal skills and ability to communicate, both in writing and verbally, with all levels across the organization and clients
- Client Focus, be able to manage expectations and lead a team to get results while working with very demanding partners
McKesson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to Disability_Accommodation@McKesson.com. Resumes or CVs submitted to this email box will not be accepted.Current employees must apply through internal career site.Join us at McKesson!
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