Director of Operations (Hybrid)

Knowledge Services is actively seeking a Director of Operations for a full time, direct hire opportunity with one of our clients. This person must live within the state of Indiana and be able to travel up to 50% within the state of IN

• Plan, lead, direct, develop, and coordinate the policies, activities, and staff of the Regional Call Center (RCC) Teams.
• Responsible for the overall and ongoing day-to-day operations in each Regional Call Center
• Support and mentor the Sr. Operation Managers direct reports (C/RCC Managers) and Supervisors in their roles and responsibilities.
• Responsible for the overall performance of each Regional Call Center including attendance, quality, phone performance, etc.
• One team mindset - Partner with all support teams and other call center locations to ensure contractual deliverables and metrics are met.
• Provide project team with updates on all issues regarding quality, training, policy, procedures, and staff issues.
• Responsible for the overall ownership and management of working relationship with Deputy Director.
• Audit, track, report, and manage all metrics and all aspects of call center operations.
• Serve as an escalation point for Call Center Managers and Sr. Ops Managers.
• Take ownership of the operation within each region and put plans in place to ensure staff is highly engaged and workforce performance is high.
• Proactively identify and propose measures to correct or improve operational deficiencies.
• Proactively review performance data, identify areas in need of improvement, and implement improvement efforts in coordination with business partners and key stakeholders.
• Ensure work distributed by the state is being executed timely within each C/RCC.
• Complete quarterly bonus, and annual Focal Point reviews.
• Work with WFM and Ops Leaders to oversee productivity and efficiency of eligibility specialists (office morale, efficiencies, schedule adherence, etc.).
• Directs and controls the activities of one or more functional areas, divisions, product groups or service areas through senior managers who have overall responsibility for the successful operation of those assigned areas.
• Consistently works with abstract ideas or situations across functional areas of the business.
• Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas.
• Requires in-depth knowledge of the functional area, business strategies, and the company’s goals.
• Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters.
• Influences policymaking.
• Reports to VP level.

Required Experience:

• 5+ years of related work experience in a senior leadership position managing a large staff.
• Bachelor's degree required from an accredited college or university with a focus in a health or social services field preferred.
• Excellent client relationship management skills
• Ability to present metrics and data to make strategic business decisions
• Have a strong understanding of operations budgets, business financials, and P&L
• Experience directing call center staff, KPIs, and quality assurance
• Previous experience in call center / back office operations 
• Previous experience operating in a Matrix organization
• Excellent organizational, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to work as a team member, as well as independently, excellent people management skill

Preferred Experience:

• Previous experience in government and commercial operations is preferred.
• Previous experience and knowledge of Medicaid operations is preferred
• Previous experience managing a contract or BPO environment is preferred

Company Benefits:

This company offers a multitude of excellent employee benefits including Medical, Dental, Vision, and Life insurance, prescription drug coverage, HSA, PTO, paid holidays, 401K matching, annual bonus, and more.

INDIT