- Serve as a role model for those on the team and be available to support the staff with questions, concerns, and advice.
- Facilitate a culture of open and honest communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practices.
- Build an environment which supports the spirit of teamwork, where associates are committed, loyal and take pride in working for the company.
- Continuously monitor calls and cases across a sample of transaction types to ensure performance metrics are consistently achieved.
- Continually review and monitor work performance of all associates against agreed KPIs.
- Ensure associates are recognized and rewarded for outstanding achievements/performance in line with the company's mission and values.
- Handle escalated calls and or cases
- Work with the leadership team to identify and propose solutions for process improvement; lead initiatives in the department to improve quality, efficiency, and effectiveness.
- Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
- Manages day to day business of the operations department while balancing the responsibilities
- Works with Operations leadership team to help set and meet daily and quarterly goals
- Assists with the management of supervisors and front-line employees
- Plays a significant role in long-term planning, project status reporting, and implementing change control processes.
- Works closely with Director on other special planning and departmental projects.
- Oversees and reports weekly, monthly, quarterly, and annual metrics.
- Identifies trends and assess opportunities to improve processes and execution.
- Natural, consistent, confidential, and fair leadership abilities
- A passion for helping to develop people, impart knowledge and educate, and build strong teamwork
- Ability to work independently and think critically and creatively about how to overcome obstacles presenting in cases.
- Is a role model and motivator of people to stretch their abilities
- Excellent oral and written communication skills
- Excellent organizational and time management skills
- Able to work comfortably and quickly with typical office software including Microsoft Word, Excel, and PowerPoint.
- Written and Oral fluency in English
- B.A. or B.S. degree preferred Job Type: Exempt Full-time Experience:
- A background in Health Insurance, Travel Insurance, Assistance, Disaster Relief, Hospitality, and/or Travel industry is preferred but not required.
- Minimum of 10 years management experience
- Process improvement, quality assurance, and change management experience is helpful.
- Experience working in a contact center environment is helpful.
-
Operations Manager
2 weeks ago
Exponents Insta USA Inc Orlando, United StatesJob Position: Operation Manager · Job Location: Orlando, Fl · The purpose of the job is to manage onsite operations, timeline, costs, and customer satisfaction. Also, develop vendor network and negotiate · Tasks / activities/ responsibilities · Will direct all activities of the O ...
-
Operations Manager
3 weeks ago
CORT Orlando, United States Full timeOverview · CORT Tradeshow and Events is hiring immediately for a full-time Operations Manager in Orlando, FL · CORT provides furniture rental solutions to trade shows and events including festivals, weddings, corporate events, or even the Superbowl The Operations Manager overse ...
-
Operations Manager
1 week ago
BTB Inc Orlando, United StatesWE ARE SEEKING HIGH POTENTIAL LEADERS TO JUMP START THEIR CAREER · ****DO YOU HAVE WHAT IT TAKES TO RUN BUSINESS OPERATIONS?**** · APPLY NOW - see if you qualify for this unique opportunity to co-own and manage a Better Together Brands business. · Position located in Orlando FL ...
-
Data Operations Manager
3 weeks ago
Spartan Orlando, United States Full timeJob Details · Description · Company Overview: · A worldwide leader in endurance sports, Spartan is a high-growth, international organization that owns and operates mass-participation athletic events under the brands Spartan, Tough Mudder, Spartan Trail, Hurricane Heat, and DEK ...
-
Operations Manager
1 week ago
RATP Dev USA Orlando, United StatesMaintains an effective working relationship and communication with the General Manager, peers and subordinates. · Responsible for hiring, training, managing and development of operations personnel. · Ability to build effective relationships, respond to union grievances, assist ...
-
Operation Manager
12 hours ago
PeopleReady Orlando, United StatesJob Description · Operation Manager · PeopleReady of Orlando, FL is now hiring Operation Managers A local spice and hot sauce company is looking for an Operation Manager to oversee the warehouse side of their business. If you are looking to leverage your warehouse experience an ...
-
Operations Manager
3 days ago
Belle Orlando, United StatesJob Description · Job DescriptionOperations Manager · About Belle · Belle is a fast growing engagement company that is revolutionizing home healthcare – and it all begins with the feet. With 25M+ U.S. seniors no longer able to see or reach their feet, a lack of self care and mob ...
-
Operations Manager
3 weeks ago
Hampton Inn & Suites Orlando-International Dr. North Orlando, United StatesJob Description · Job DescriptionJob Summary: · Reporting directly to the General Manager, the Operations Manager at the Hampton Inn & Suites Orlando-International Dr. North is responsible for overseeing the daily operations of the hotel, ensuring high levels of guest satisfactio ...
-
IT Operations Manager
2 days ago
Ocean Insight Orlando, United StatesAbout the OpportunityJoin world-class experts in finding answers to our customers toughest questions as our IT Operations Manager. This role is in charge of delivering and supporting all infrastructure, cybersecurity and IT service management as the organization experiences doubl ...
-
Operations Manager
1 week ago
Hydradry Inc Orlando, United StatesJob Description · Job DescriptionHydradry Inc. was established in 1974 as your Water/Fire/Mold Damage Specialists We are seeking a motivated and versatile individual to help our team grow. Our services consist of water, fire, mold remediation and restoration. Our expanding compan ...
-
Operations Manager
1 week ago
CORT Orlando, United StatesOverview · CORT Tradeshow and Events is hiring immediately for a full-time Operations Manager in Orlando, FL · CORT provides furniture rental solutions to trade shows and events including festivals, weddings, corporate events, or even the Superbowl The Operations Manager overse ...
-
Operations Manager
2 days ago
Belle Orlando, United StatesOperations Manager · About Belle · Belle is a fast growing engagement company that is revolutionizing home healthcare and it all begins with the feet. With 25M+ U.S. seniors no longer able to see or reach their feet, a lack of self care and mobility challenges cost the health i ...
-
Operations Manager
1 week ago
ABM Industries Orlando, United States**Overview** · ABM Industries is a leading provider of facility solutions , offering janitorial, facility engineering, parking, and security services for thousands of commercial, industrial, institutional, and retail facilities across the globe. Our commitment to excellence and ...
-
Operations Manager
1 week ago
WallyPark Orlando, United StatesOverview: · WallyParks success is built upon our motto exceeding customer expectations, every time. Providing our customers with a superior customer service experience and warm hospitality is the primary job function of every WallyPark employee. Each employee plays a specific ro ...
-
Operations Manager Intern
1 week ago
Avis Budget Group Orlando, United States Part timeDescription · Here at Avis Budget Group we're more than just rentals—although over 70 years of experience and 11,000 locations in 180 countries has taught us a thing or two about that. We're shaping the future of the mobility industry with our innovative, customer-focused soluti ...
-
Operations Manager, Banking as a Service
3 weeks ago
Emprise Bank Orlando, United StatesAt Emprise Bank, everything we do is focused on empowering the neighborhoods, businesses, and people in our communities to thrive. We proudly work to provide extraordinary customer service and products to help our customers achieve their goals. · We are currently seeking an Opera ...
-
Operations Manager, Managed Plus
1 week ago
Presidio Orlando, United StatesCOME BUILD YOUR FUTURE WITH PRESIDIO · We know technology is the key to success in a connected world. The innovative solutions we provide our clients can unlock possibilities that transform their business. While technology permits that connection, technology without imagination a ...
-
Operations Manager, Managed Plus
1 week ago
Presidio Orlando, United StatesCOME BUILD YOUR FUTURE WITH PRESIDIO · We know technology is the key to success in a connected world. The innovative solutions we provide our clients can unlock possibilities that transform their business. While technology permits that connection, technology without imagination ...
-
Platform Operations Manager
3 weeks ago
NBCUniversal Orlando, United StatesJob Description · Job DescriptionCompany Description · We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news ...
-
Operations Manager, Pharmacy
1 day ago
Walmart, Inc. ORLANDO, United StatesWhat you'll do... Position: Onsite. License Required: Orlando. The Operations Manager, Pharmacy - Central Fill (Non-Store Operations) is responsible for developing and implementing a business plan for their area of responsibility. They oversee operat Operations, Operations Manage ...
Call Center Operations Manager - Orlando, United States - Falck
Description
Falck Global Assistance is a business unit of the Falck Group – a company headquartered in Copenhagen, Denmark. Our services are used by numerous companies in various business sectors to deliver end-to-end medical and security support to business and leisure travelers and expatriates. Falck Global Assistance ensures that our customers are always in safe hands, wherever and whenever they travel, 24 hours a day, 365 days a year.
This is an exciting opportunity for bright and compassionate professionals who are interested in helping our customers navigate complex challenges as they cope with medical emergencies while traveling overseas. The environment and some of the leadership tactics are very similar to call center management; however, the content of the cases handled by our coordinators involves coordinating care and services via a preferred provider network and each case is directed by our Medical Staff. We work in teams to keep families updated on rapidly changing circumstances, and our assistance includes coordinating transportation for our customers' journeys home. Every day you will travel virtually to different countries around the globe and you will learn about global healthcare standards and cultural differences. Manager is an excellent role for leaders who want to play an integral part in managing and developing our Assistance Coordinators and ensuring the quality of the service we deliver.
This role is a salaried position. The schedule for this position will be for the dayshift hours with flexibility Please note that all staff will be needed to rotate coverage for weekends and occasional holidays so that the operation can remain open 24 hours a day, 365 days a year.
Position Description:
Knowledge, Skills, Abilities, and Other Competencies:
Candidate Requirements:
Falck is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.