- Oversees implementation of program, projects, or processes
- Creates and delivers monthly Program Management Reviews
- Ensures all business functions are appropriately and consistently defined and that these functions meet the objectives of the client.
- Drives stream of work reporting to customer.
- Develops status reports, controls project scope and economics, approves changes, and manages and resolves issues, risks, and conflicts.
- Serves as a single point of contact and the escalation point between technical teams.
- Demonstrates abilities as a leader, creating a positive work environment by monitoring workloads of the team while meeting client expectations.
- Accountable for senior level customer relationships and satisfaction
- Serve in a variety of roles to include, but not limited to proposal management, proposal writing, editing, and pricing.
REQUIREMENTS
- Bachelor’s degree in Business, Information Technology (IT) or a related field preferred or equivalent year of experience
- 5 years of experience with managing multiple call centers.
- Demonstrate knowledge of URAC Health Call Center Standards, experience in customer service, performance evaluation, and process improvement.
- Demonstrate strong interpersonal and communication skills.
- Demonstrate experience in large volume staff training and coaching.