All openings

Consumer Support Operations Manager

Denver, CO

Rally Health is all about putting health in the hands of the individual. It’s our mission, and it drives everything we do, which is to empower people with easy-to-use online and mobile tools that help them take charge of their health and healthcare, from improving their diet and fitness to selecting health benefits, and choosing the right doctor at the right price for their needs.

We’ve crafted a talented team from top technology, gaming, healthcare, and content companies, and need smart, can-do people to help us bring our vision to life. Our Consumer Support Operations team is growing so we are hiring a CS Operations Manager. Are you in?

Our team is all focused on maintaining our Team RUSH culture and values while ensuring execution of all SLA’s, and developing/implementing strategies to ensure efficiency of systems and resources. As the CS Operations Manager, you will be responsible for leading the CS Operations pillar of Team RUSH. You will collaborate with senior leadership, provide strategic input, delegate tactical work within CS Operations, and develop your team. You will assist with short and long-term planning and develop operational direction to ensure maximum productivity, cost-effectiveness, and quality. Your voice will be heard and you will make an impact. You will care for your team which will reflect in their care for our members and enhance the continually increasing member satisfaction and overall member experience.

YOUR ROLE:

  • Promoting Team RUSH culture by consistently living and breathing Rally and Team RUSH core values.
  • Creating CS Operations success metrics and performing analyses of activity to test success
  • Constantly innovating
  • Conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Identifying and evaluating state-of-the-art technologies
  • Developing expertise in all user requirements, limitations (tools or otherwise), and identifying opportunities for innovation
  • Determining approach, leading implementation, and managing customer interaction and voice response systems
  • Collecting feedback regarding agent user interfaces for all support tools, either acting directly to resolve and/or looping in owners to implement improvements, and communicating with stakeholders
  • Planning, managing, and post-mortem analysis of implementations
  • Maintaining and improving contact center operations
  • Preparing and completing strategic and tactical action plans
  • Managing system and process improvements and operational quality assurance programs
  • Communicating with, assisting, and guiding IT in installing upgrades; developing and executing UAT plans
  • Recruiting, scheduling, training, assigning tasks, coaching, monitoring, appraising direct reports
  • Effectively forecasting volumes and staffing requirements while remaining within annual budget
  • Preparing performance reports by collecting, analyzing, and summarizing data and trends
  • Tracking emerging trends in contact center operations management
  • Executing organizational goals by accepting ownership for new and different requests, and exploring opportunities to add additional value through innovation.

Required Qualifications:

  • BA in Business Administration or 5+ years of managerial experience in a call center or similar environment (service, support, retail or hospitality industries)
  • 2+ years of each of the following (these can be independent or congruent experiences):
    • Forecasting, staff planning, and/or schedule management experience
    • Real-time workforce allocation experience
  • Excellent verbal and written skills, particularly when communicating complex or challenging concepts
  • Excellent attention to detail
  • The ability to identify opportunities to improve operational effectiveness, then translating those opportunities into a prioritized and clearly defined list of objectives and key results
  • Advanced Excel expertise
  • A focus on cultural engagement and creating an atmosphere of growth and development for direct reports and others
  • Skilled at building lasting relationships across an organization
  • An eagerness to seek feedback from direct reports, peers, and superiors; receptivity to that feedback; and the ability to implement it immediately
  • Leading by example by demonstrating a willingness to learn and do any job within the CS organization

Preferred Qualifications:

  • Simultaneous managerial oversight across multiple teams with independent focuses
  • Previous experience working directly and regularly with Director-level or higher members of business leadership
  • Experience working with workforce management enterprise tools (e.g., IEX, Aspect, Avaya ASA, etc)
  • Familiarity with state labor laws regarding non-exempt employees
  • Familiarity with navigating FMLA, ADA, and other work restrictions in partnership with HR teams
  • Experience working within the technology industry
  • Experience defining and implementing data architectures to support data analysis as part of a feedback loop

Rally Health is committed to ensuring that its workforce reflects America’s diverse population. Rally Health knows that such diversity will enrich us with the talent, energy, perspective and inspiration it needs to achieve its mission. Rally Health believes in a policy of equal employment and opportunity for all people based on merit and commitment to the principles of diversity. It is our policy to recruit, hire, train, and promote individuals in all job titles, and administer all programs, without regard to race, color, religion, national origin or ancestry, citizenship, sex, age, marital status, pregnancy, childbirth or related medical conditions, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation, veteran status, union affiliation, or any other category protected by applicable federal, state or local laws.

Individuals with disabilities and veterans are encouraged to apply. Applicants who require an accommodation related to the application and/or review process should notify Talent Acquisition (recruiting@rallyhealth.com).