What are the responsibilities and job description for the Manager Customer Experience Operations position at Kaiser Permanente?
Job Summary:
Establishes and provides leadership and direction for critical multi-dimensional member facing department within Customer Experience Operations. Has direct responsibility for all personnel, productivity, technology and quality, to include development of internal policies and procedures. Provide ongoing guidance on understanding customer needs and resolving member issues at a regional level. Develop and monitor analytic tool sets and metrics, conducts root cause analysis and advocates, defines and leads operational improvement projects and initiatives that elevate the level of service provided to members. Accountable for creating a culture of compliance, ethics and integrity.
Essential Responsibilities:
- Create and sustain strong relationships with stakeholder departments.
- Establishes and assures adherence to schedules and work plans.
- Actively promotes the vision and values of CE department particularly in the areas of new members, customer service, change management, leadership, performance levels, and results orientation.
- Responsible for the vision and the culture of the contact center, and the support and implementation of Labor Management partnership initiatives.
- Ensures efficiency of processes and successful implementation of operational strategies.
- Develops and implement process improvement.
- Achieve the highest level of practices while improving policies and procedures to provide excellent customer service to regional membership and clients.
- Develop, design and analyze data to create staffing models and forecast needs for CE operation as well to interdependent department and stakeholders within KPCO.
- Report data on a regular basis to then implement solutions to forecast in a high-volume environment.
- Implements staffing model to achieve service goals and objectives utilizing real-time control and systems to reassign phone queue assignments, extending/shortening Customer Care Representative (CCR) schedules as necessary, calling in additional CSRs, etc.
- Accountability to and with inter-departmental teams to ensure performance goals are met.
- Actively participate in Program wide Communities of Practice alongside peers and leaders in an effort to successfully implement strategic operational and department goals.
- Uses business and functional expertise, an understanding of KPs strategy and capabilities, knowledge of the health care industry, other critical external factors and a focus on KPs mission to meet the needs of patients, members, customers and communities to develop and evolve strategies that respond to a dynamic environment.
- Ensure all staff interactions are member centric displaying empathy and compassion through quality assurance process.
- Develops, coach and counsel staff on an individual level to demonstrate member centric behaviors and methods.
- Selects and maintains a competent, motivated and qualified staff of employees, which includes interviewing, hiring, coaching, counseling, disciplining, advising, training, termination and resolution of personnel issues; responsible for increasing employee satisfaction.
- Coaches and develops operational staff.
Qualifications:
Basic Qualifications:
Experience
- Minimum four (4) years of management experience in an operational environment.
Education
- Bachelors degree in business administration, health care administration or related field OR a minimum four (4) years of related experience.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A
Additional Requirements:
- Previous experience as a frontline leader preferred.
- Call Center operational experience.
- Experience managing in a union environment.
- Proven ability to influence multiple diverse stakeholder groups without position of authority.
- Demonstrated analytic skills.
- Ability to lead in a matrix organization.
- Experience in managing employees in a collaborative work team environment.
- Strong interpersonal and communication skills; excellent written, verbal and presentation skills.
- Proficient with Microsoft Excel, Word, and PowerPoint.
Preferred Qualifications:
- N/A
