Manager, Operations Performance

WebMD-Summex Job Summary: Responsible for managing four distinct support functions of the call center operations and includes multiple facility oversight. Responsible for developing, implementing and monitoring training and quality programs and processes that result in improvement of overall customer experience, enhancement of Health Coaching center processes, maximization of Health Coaching center productivity and call handling and achievement of revenue and business goals. Develops call scripting logic and building business rules that drive participant behaviors and modifiable risk outcomes. Develops reporting and metrics that measure the effectiveness of training and quality programs. Essential Duties:Quality Assurance Accountabilities: Drives overall QA strategy of WebMD Health coaching department to meet business objectives' Develop monitoring and feedback program for multiple call centers including possible work at home agents; design quality assurance scoring form and criteria; define method, quantity and timeframes for monitoring health coaching and customer service activities and feedback methods.' Mentor QA staff to monitor customer interactions, recorded and real time, providing feedback to identify and to drive performance improvement in a consistent and standardize manner across current and future health coaching call centers; develop and implement performance improvement initiatives to target key opportunities identified by QA staff. ' Proactively identify opportunities and perform gap analysis for training, product and process improvement and integrate quality assurance observations, results of customer satisfaction surveys and escalation root cause analysis into training programs and curriculum.' Assess the management and supervisory skill levels of coaches/supervisors and develop training to enhance center management skills.' Employ innovative approaches, tools and analytical methods in the development and management of quality assurance programs and processes.' Establish appropriate benchmarks, keep current with industry trends and best practices and incorporate such practices into center operations for both on site and work at home agents.' Manage the Indianapolis and remote quality assurance representatives.' Responsible for the quality technology - i.e. Witness recording toolTraining and Development Accountabilities: Drives overall training strategy of WebMD Health Coaching department to meet business objectives. Serves as the business unit owner of WebMD University, an educational repository. ' Increase learning experience of coaching staff through new hire focused training, effective on the job training and specific product knowledge training for onsite and work at home agents.' Develop new programs, refine existing programs to ensure that training and development goals are met; direct and oversee solutions or changes to existing programs to improve effectiveness of training.' Conduct and organize skill development and enhancement training programs to ensure agents meet or exceed the performance standards and impact customer satisfaction.' Coach and mentor instructors across center to identify and design training solutions for the Customer Operations function.' Responsible for identifying on-line training tools and software.' Design and implement key metrics to report on performance and quality of training and development programs; identify performance gaps and design enhancement training to close the gap.' Build and create cost benefits analysis to justify the training and design of training solutions and manage the budget of projects during development of programs. This includes On-line and facilitator lead modules.' Ensure consistency of design and delivery of training programs across call center including work at home program. ' Partner with other functions when developing and designing training programs and curriculum.' Responsible for CRM supporting knowledge base features and modules.' Responsible for organizing monthly executive calibration sessions and weekly Supervisory sessions ensuring consistency in health coaching service delivery.Managerial Accountabilities: Oversee the CRM Scripting Roles and Health Coach Data Analyst. Responsible for integrated marketing technology and software-Intelligence gathering Call Scripter(s)' Responsible for the development and work flow designs of: business rules, dialogs, and scripting associated with CRM platform and the Inbound marketing tools. Support plain text, Java and HTML protocols.' Responsible for deploying, data input and creating a seamless but continuous, personalized and intelligent interaction at the health coach level that interacts with training, quality and call scripting. ' Responsible for training CRM end-users, super users, customizers and administrators.' Act as intermediary with the development and technical departments that supports call center technology. Recommend protocols and options that support the business plan from a financial and productive standpoint.Data Analyst' Responsible for data input and reporting for health coaching and processing departments. Work with creation of Crystal customized reports.' Represent coaching and interact with analytic software and reporting department personnel 'Indianapolis and Portland offices. ' Develop staffing and budgetary models supporting productivity and efficiency. Drive adjustments in schedule adherence, workforce management and IVR applications. Job Requirements: ' Bachelor's degree and/or relevant work experience required, Master degree preferred.' 5 to 7 years of training, curriculum design and implementation and/or quality management experience in a call center environment.' Management experience in a call center /coaching environment highly preferred, demonstrated of experience in delivery of functional and professional development training. ' Familiarity with workforce management tools, recording tools (Witness), QA monitoring forms and call center databases.' Demonstrated experience in developing strategic and tactical quality initiatives.' Previous experience in a training environment that focuses on proactive training initiatives that drive business results.' Technical training expertise - Adult Learning, e-learning, blended learning, LMS, facilitation, technical writing, and questioning techniques. ' Strong project management and the ability to perform highly effectively in a dynamic, rapidly changing environment. ' Superior presentation/facilitation, writing, training and leadership skills. ' Highly effective relationship building skills. ' Strong Project management skills and associated software.' Ability to influence and get work done through others, at many levels of the organization. ' Demonstrated ability to manage multiple and complex projects to meet the needs of the business; Must be fluid in adapting to multiple changes at the same time.Travel is required to multiple sites and business offices.