This role needs to strike and achieve a good balance in the following areas of focus:

• Manage the recruitment process in conjunction with Human Resources. Ensure new employees are oriented to the organization, its policies, facilities, etc.

• Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan, and coaching

• Ensure quality of output by doing auditing, call observes and reviews. Ensure all work is completed according to established policies, procedures, and standards. Assist staff in adhering to work schedules and for projects to proceed according to plans/specifications.

• Manage stakeholder expectations and collaborates with cross functional partners to extend positive customer experience!

• Prepare reports and proactively liaise with key business owners and business partners to develop processes and procedures to improve service level achievement and meet changing business needs!

• Operational Excellence Advocate – facilitate a culture of continuous improvement.

• Employee Champion – develop strategies and help implement actions that enhance human capital contribution; ensure fair, ethical, and equitable people processes and practices.

• Responsible for all administrative tasks and other duties assigned.

  Qualifications

• Has minimum of 5 yrs. leadership experience with at least 2 years supervisory or operations lead role with remote team management experience

• Must have a bachelor’s degree

• Must have call center experience

• Ability to learn quickly and grasp product and process to be able to effectively manage operations and assist in process improvement initiatives.

• Highly effective in people management, coaching, motivating, coordinating, and providing guidance to team members.

• Energetic, positive thinking and self-motivated with strong interpersonal skills to effectively build and sustain trust-based relationships with all levels of the organization.

• Demonstrated ability to work and meet deadlines in fast-paced and challenging environment.

• Strong written and verbal communication, problem solving, project management and delegation skills

• Healthcare industry experience is a plus

• Must be in current role for 1 year

• Must not have received any Disciplinary Action within the past 12 months

• Must not have any Attendance and Punctuality issues in the past 12 months

• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months

• Must have a Successful or above rating in the last Enabling Performance cycle

  LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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