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Operations Manager
Summary
Title:Operations Manager
ID:20150012-FL
Location:Tampa, FL
Description
Health Plan One (HPO) founded in 2006, is a leading online health insurance brokerage headquartered in Shelton, CT. Licensed in all 50 states, HPO offers a robust online platform for consumers to research and select health insurance plans from a wide range of offerings by leading national and most regional carriers.  We provide both online and offline support from nationally licensed sales representatives who are trained to help navigate the difficult process of selecting an individual, family, small group or Medicare plan.  We are currently recruiting for Operations Manager positions.  Visit us online at www.healthplanone.com for additional opportunities.
 
 
 
Summary of Role:  The role of the 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
  • Ensure all agents are properly licensed and appointed prior to going live
  • Communicate and follow up with any IT (system and telephony) related issues, ensuring business continuity
  • Ensure that agents are properly aligned in the correct Program and Supervisor
  • Accomplish human resource objectives in the interviewing, hiring, training, coaching, disciplining agents and Supervisors
  • Manage capacity planning and scheduling to ensure adequate carrier client coverage for all client campaigns
  • Gather and approve all agent billable hours prior to submitting to VP for final approval
  • Work closely with Account Manager/Sales Rep in developing monthly recap deck
  • Review and reconcile agent commission statements
  • Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value
  • Make recommendations for system improvements
  • Accomplish other duties as assigned
     
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) required
     
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
 
Equal Opportunity:  HealthPlanOne 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.
HealthPlanOne requires the necessary drug testing and background checks to maintain a safe, drug-free work environment.
 
This opening is closed and is no longer accepting applications