Manager - Operations

Location: Horsham Township, PA

skills and responsibilities:


Supervises and coordinates activities of Customer Service
Representatives engaged in handling LTC insurance service requests via inbound
telephone inquiries by performing the following duties.

following. Other duties may be assigned.

Monitoring operational activities of Customer Services
Representatives in order to ensure accurate and timely information is provided
to clients & policyholders.Tracking, measuring, monitoring and analyzing CSR activity to
ensure that all company standards and procedures are achieved.Provide technical support, expert advice, and coaching assistance
to team members and clientsIdentify new opportunities to improve operational effectiveness
and customer satisfaction and make recommendations for improvements.Assists with management of call center statistic reporting
and makes staffing responsibility adjustments as necessary.Provides ongoing performance feedback and conducts annual
performance reviews with supervised CSRs.Manages payroll system processes for individual team members and
submits timesheets promptly.Identify skill gaps and ensure training is provided to further
develop staff.Participate in the hiring of new Customer Contact Center employees
as required by conducting interviews and following CHCS new hire policies.


Directly supervises 10-20 Customer Service Representatives and
clerks in the Customer Contact Center. Carries out supervisory
responsibilities in accordance with the organization's policies and applicable
laws. Responsibilities include interviewing, hiring, and training employees;
planning, assigning, and directing work; appraising performance; rewarding and
disciplining employees; addressing complaints and resolving problems.


To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. Mandatory to have LTC Insurance
background and should be well versed with systems used for LTC business
operations which are Case 360 workflow, Citron and Inspro.The requirements
listed below are representative of the knowledge, skill, and/or ability


Associate's degree (A. A.) or equivalent from two-year college or
technical school; or two year minimum related experience and/or training; or
equivalent combination of education and experience.


Ability to read and interpret documents such as safety rules,
operating and maintenance instructions, and procedure manuals. Ability to
write routine reports and correspondence. Ability to speak effectively
before groups of customers or employees of organization.


Customer Service, Adaptability/Flexibility, Work Standards,
Managing People, Integrity/Honesty, Coaching/Mentoring


Ability to add, subtract, multiply, and divide in all units of
measure, using whole numbers, common fractions, and decimals. Ability to
compute rate, ratio, and percent and to draw and interpret bar graphs.


Ability to solve practical problems and deal with a variety of
concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral,
diagram, or schedule form.


The physical demands described here are representative of those
that must be met by an employee to successfully perform the essential functions
of this job. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly
required to talk or hear. The employee frequently is required to stand
and walk. The employee is occasionally required to sit. Specific
vision abilities required by this job include close vision.


The work environment characteristics described here are representative
of those an employee encounters while performing the essential functions of
this job. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.