Executive Director BCC Operations Job in Chester, Virginia Us
Company Profile
Vangent is a leading global provider of Consulting, Systems Integration, Human Capital Management and Business Process Outsourcing services to government, commercial, education, and healthcare organizations. Vangent is a diverse, prosperous and rewarding place to work, where our employees are provided with competitive benefits, educational assistance and career growth opportunities. Every employee is valued for their talents and contributions, and takes pride in doing work that shapes the impact of services to our customers, aiding in the overall success of the company. Vangent is an Equal Opportunity Employer M/F/V/D.
Responsibilities
The Health Solutions Division is seeking an experienced Operations Manager to lead a large scale contact center operations. The Beneficiary Contact Center (BCC), AKA 1-800-Medicare, is Vangent largest program with nearly 5,000 employees across 7 locations. This position manages the Operations area which includes Call Center Operations, Alternate Channels and Training and Internal Communications.
Key responsibilities for the Executive Director of BCC Operations will include responsibility for managing KPIs; including some or all of the following duties and responsibilities:
Leads and develops strategies to ensure policies and practices for achieving business results are aligned with Vangents mission and business commitments
Monitors and tracks KPIs to ensure that service levels are met within contract requirements
Ensures that direct reports have information and knowledge necessary for understanding Vangents business objectives
Provides forwarding thinking analytics which addresses strategic business objectives
Qualifications
The successful candidate will have a Bachelors degree in business, accounting or liberal arts. An advanced degree in business administration is preferred. Minimum of ten (10) years of relevant experience in the following areas: program management of complex programs and operations, including the implementation of major operations in short timeframes, management of large workgroups with a wide range of job functions and skill sets. Demonstrable qualifications in effective project and program management practices desired, such as PMP. Previous experience should include:
Program/project management experience, or experience in a comparable leadership position, is required. Must have experience managing large scale contact centers (1,000 to 4,000 CSRs) across multiple (3 to 7) sites.
Interfacing and active participation with customer senior executives with executive presence.
Managing large program team consisting of personnel from blended teams of prime and subcontractor resources.
Deep knowledge of complex telephony and data structure in contact centers along with CRM tools such as Siebel, Verint, Aspect and eLoyalty.
Contributions to the determination of costing solutions and participate in significant aspects of the financial assessment.
Strong P L experience, managing a minimum of $100 million with a history of strong organic growth, cost containment and rate management.
Experience in cost plus government contracting preferred.
Exceptional client interfacing skills.
Exceptional listening, creative, and deductive listening skills.
Ability to think clearly under pressure.
Strong oral and written communication skills with customers, employees, and industry leaders.
Ability to adapt style in diverse situations with multiple stakeholders.
Strong business acumen and financial knowledge.
Experience managing all types of contracts.
This position will be located in Richmond, VA
MNST