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Operations Manager
Summary
Title:Operations Manager
ID:20170901 - FL
Location:Tampa, FL
Description

The role of the seasonal Operations Manager (OM) is to oversee all day-to-day aspects of the Member Acquisition call center; directly managing Sales Supervisors and indirectly overseeing Agents specific to the carrier and call center. Following the initial implementation and successful launch of the carrier’s program, the OM will act as the carrier’s point of contact for all call center related issues. The main goal of the OM is to ensure all SLA’s and sales goal are met, satisfactorily fulfilling all compliance and client requirements.

Responsibilities:

  • Train and manage assigned Sales Supervisors and provide daily call center operations oversight
  • Oversee day-to-day unit operations and key performance metrics
  • Ensure all client “rules of engagement” and call flows are followed
  • Prepare and evaluate daily call center performance reports by collecting, analyzing and summarizing data and trends and recommend areas for improvement
  • Interface with carrier client and/or account management to plan and control implementation and contribute information and analysis to support strategic planning initiatives
  • Lead “post-implementation” bi-weekly call center updates for client
  • Review all QA documents and ensure they are completed and delivered to client, when applicable
  • Work 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 arise
  • Manage ensuring compliance through licensing, appointments and attestations
  • Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value

Minimum Requirements:

  • Minimum of 2 to 5 years of successful sales management experience
  • Minimum of 2 to 5 years Individual/Family Plan health insurance sales and Medicare sales experience
  • Previous supervisory / management experience in a call center environment required
  • Solid knowledge and grasp of CMS rules and regulations
  • Solid knowledge of individual & health insurance plans
  • Solid understanding of call center technology, terminology and environment
  • Proven track record of increasing sales in a phone based environment
  • Bachelor’s Degree in marketing, sales, business administration or related field or equivalent experience preferred
  • A current and valid Florida Life, Health and Annuity License (215) preferred

Additional Requirements:

  • Ability to think out of the box and manage towards established goal
  • Excellent verbal, telephone and written communication skills
  • Ability to work well in a team environment
  • Must be accurate and detail-oriented
  • A professional, positive and enthusiastic attitude
  • Effective training and development skills
  • Strong coaching and counseling skills
  • Knowledgeable in Microsoft Office skills


Founded in 2006, HPOne is a leading sales and marketing organization that operates across multiple segments of the Medicare and health insurance marketplaces. Using proprietary technology solutions coupled with deep industry knowledge, the company provides a range of outsourced sales, marketing and contact services for national and regional health plans, operates private exchanges for individual consumers and employer-based group retirees, and manages the largest exclusive Medicare lead generation marketplace in the industry. HPOne’s core differentiation is its exclusive focus on the health insurance industry, bringing innovative and performance-based solutions that address the most pressing challenges facing clients. With four state-of-the-art contact centers around the country and a management team with an average of over 15 years in the health insurance industry, HPOne provides its clients with the solutions they need to profitably grow and manage their business. For five consecutive years, HPOne has been named to Deloitte's Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America, earning a rank of 357 in 2016.

Equal Opportunity:
HPOne is an equal opportunity employer, committed to employment equity throughout all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We welcome and encourage diversity in the workplace. HPOne requires the necessary drug testing and background checks as part of our pre-employment practices.