Career Opportunities: TRICARE Overseas Program (TOP) Operations Manager - Global First Call Desk (GFCD) (53701)

Overall Purpose of the Role

Responsible for the day-to-day leadership and development of Global First Call Desk Customer Service Staff (CSE’s) to ensure optimal case management outcomes and client and member satisfaction.  

The Customer Service Executives are the first point of contact for the client, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP), responding to inbound calls or contacts from our beneficiaries based around the world, either current or former members of the US military and their families, who want to access medical services.  

Support TOP in executing the plan for the efficient and cost-effective operations of San Antonio GFCD, working in co-ordination with the San Antionio GFCD Team Lead and global GFCD Managers, and other stakeholders as required.
 

Key Responsibilities

•    Manages the allocation of work for the team, ensuring that resources are allocated to calls or case activity to ensure that services are delivered within the contracted timeframes.
•    Coaching, supportingResponsible for ensuring all service standards/KPI are met and ensures the team are following the correct procedures and processes at all times. 
•    Provides quality feedback to CSE’s to maintain and improve the quality-of-service delivery, including listening and reviewing calls and reviewing cases.  
•    Apply critical and creative thinking strategies to find productive solutions to issues.
•    Ensures the proper maintenance of all International SOS computer hardware and telecommunications equipment.
•    Ensures that the Head of Global Operations is fully and regularly briefed on any performance issues impacting the team. 
•    Executes the responsibilities and schedule of an on-call and on-duty manager in accordance with the direction provided by the Head of Global Operations. 
•    Acting as a first point of escalation for complex issues within the team.  
•    Participate in ad-hoc projects, taking the lead where appropriate.
•    Supports the management team in meeting and exceeding stated objectives. 
•    Maintains confidentiality of all patient and/or client information. Both International SOS and HIPAA/PII guidelines and regulations will be followed 
•    Provides clear case direction to Team Leaders and serves as a technical expert on systems related issues. 
•    Clearly understands and enforces the appropriate escalation protocol by quickly delegating, directing or escalating any and all concerns.
•    Directly oversees the management, efficiency and execution of the Global First Call Desk.
•    Ensures the team recruits the right resources to ensure service levels are maintained and in line with the required standards. 
•    Assists with and directly manages the administrative aspects of having a team of CSE’s.  and developing members of the CSE team to ensure there is a collaborative, team culture that is focussed on delivering the right service standards. 
•    Managing performance of a team of direct reports, ensuring that performance is managed appropriately in terms of productivity and behaviours. 
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Required Qualifications

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)
•    Displays maturity and strong leadership traits, ability to lead teams.
•    Familiar with CRM usage and managing call center agents.
•    Takes initiative, demonstrates responsibility.
•    Listens and engages team members, drives a customer focused culture.
•    Customer service orientation and a team player
•    Proactively identifies and acts on potential problems and / or difficulties.
•    Demonstrates effective problem-solving skills and lateral thinking.
•    Ability to work under pressure, multi-task, and prioritize in a timely and effective manner.
•    Ability to listen, write and speak effectively.
•    IT literate and conversant with contemporary computer software

Required Work Experience (Brief description of the job-related experience needed to perform the job)
•    Relevant operations experience applicants preferred.
•    Proven work experience as a team leader or supervisor in a multicultural environment
 

Required Qualifications (Brief description of the educational background needed to perform the job)
•    College Graduate Preferred
•    Preferred Degree in: International Business, Language, Liberal Arts, Business Management
•    This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.
 

Required Languages (Brief description of the language skills needed to perform the job)
•    Ability to read, write and speak English.
•    Fluency or proficiency in any other language is advantageous but not a requirement.

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
•    Occasional domestic and or international travel may be required.

This job description outlines the types of responsibilities the incumbent is required to perform. The incumbent may be required to perform job related tasks other than those specifically presented in this job description. This job description is subject to regular review.

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.