Senior Operations Project Manager (Retrieval Ops)

Overview

Daily, substantial contact with internal management and executives. Frequent contact with clients, providers, and business partners.

Responsibilities

• Oversee performance levels of the Retrieval Ops Shared Services, including KPIs and metrics reporting.
• Oversee the performance levels of the Retrieval Operations Center, including performance reviews and employee relations.
• Act as main point of contact for vendors as well as staff across all business units relying on Shared Services Retrieval Ops services.
• Ensure appropriate staffing levels are in place, optimize employee scheduling, assist in developing and executing workflow and workload distribution.
• Act as a liaison with Account Management and all departments supporting Retrieval Operations.
• Assist in fostering and executing a workforce management strategy that is driven by and complements organizational strategy.
• Advise Director/Manager regarding forecasting/planning based on actual experience and trend analyses.
• Oversee the use of monthly incentive budgets for the Retrieval Operations department.
• Oversee change leadership within the Retrieval Operations Center and Workforce Management team including process and performance improvement opportunities.
• Monitor statistics of performance and drive completion of projects and departmental goals.
• Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction.
• Complete all responsibilities as outlined on annual Performance Plan.
• Complete all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Qualifications

• Bachelor’s degree, preferred.
• 3-5 years of previous call center leadership with sales or collections experience preferred.
• Previous experience in a supervisory or project management position.
• Demonstrated ability to communicate strategic objectives and procedures in both individual and large group settings.
• Demonstrated analytical and problem-solving skills.
• Knowledge of Cotiviti procedures and policies preferred.

Mental Requirements:

• Communicating with others to exchange information.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.

Physical Requirements and Working Conditions:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access/connectivity and office setup …