ePay Operations Manager in Louisville, KY at Parallon

Date Posted: 6/12/2018

Job Snapshot

Job Description

GENERAL SUMMARY OF DUTIES – Coordinates activities of Operations Supervisors and 30 staff engaged in support or collections of customer accounts, in a highly automated call center environment. Responsibilities include managing  team to goals and objectives, reporting operational results to the Director and other Senior Manager, interviewing, hiring, and training both hourly employees and supervisors; assigning, and managing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

DUTIES INCLUDE BUT ARE NOT LIMITED TO:



  • Ensure that collection policy and procedure are followed to maximize collections, with the best customer service at the lowest cost. Manage all team goals and objectives.
  • Coordinate with Supervisor, full shift floor support for team members
  • Work with the call center technologies to enhance operational performance
  • Participate in coordination activities with other managers in a highly developed team environment
  • Maintain a working knowledge of all call center operations and associated facility processes, while communicating and documenting change.
  • Assures compliance with departmental policies and procedures
  • Assists the Operations Director in establishing and monitoring productivity standards, quality improvement and directing staff in meeting department goals.
  • Manages the activities of Operations Supervisors
  • Manages the activities of Team Representatives
  • Screen, interview, hire, train, and evaluate new and existing employees
  • Counsel staff with disciplinary and productivity issues
  • Work as liaison between the collection staff and other NPAS staff
  • Resolve issues escalated by a Team Leader and/or staff
  • Conduct staff meetings
  • Operational project management as assigned by director
  • Build business strategies and action plans to ensure company goals are being met
  • Work to create career paths for hourly associates
  • Monitor and Analyzes unit trend to determine changes that may cause a decrease in overall performance (UPI) or collections
  • Work with outside vendors to improve overall performance
  • Act as a resource on projects
  • Performs other duties as assigned




Job Requirements

EDUCATION



  • Bachelor’s Degree in Business or related field required.
  • Equivalent work experience may substitute education requirements.



EXPERIENCE

Minimum three years’ experience in related area with two of these years being healthcare management experience OR completion of the Parallon Manager Trainee Program.

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