Operations Manager

Gilbert, Arizona (US)


The role of the Operations Manager (OM) is to oversee all day-to-day aspects of the Member Acquisition call center; directly managing Sales Supervisors and indirectly overseeing Agents specific to the carrier and call center.  Following the initial implementation and successful launch of the carrier’s program, the OM will act as the carrier’s point of contact for all call center related issues.  The main goal of the OM is to ensure all SLA’s and sales goal are met, satisfactorily fulfilling all compliance and client requirements.

  • Train and manage assigned Sales Supervisors and provide daily call center operations oversight
  • Oversee day-to-day unit operations and key performance metrics
  • Ensure all client “rules of engagement” and call flows are followed
  • Prepare and evaluate daily call center performance reports by collecting, analyzing and summarizing data and trends and recommend areas for improvement
  • Interface with carrier client and/or account management to plan and control implementation and contribute information and analysis to support strategic planning initiatives
  • Lead “post-implementation” bi-weekly call center updates for client
  • Review all QA documents and ensure they are completed and delivered to client, when applicable
  • Work with QA Supervisor to schedule and take part in call calibration sessions (with client, when applicable)
  • Work directly with client to troubleshoot call center/member issues that arise
  • Manage ensuring compliance through licensing, appointments and attestations
  • Ensure all agents are properly licensed and appointed prior to going live
  • Communicate and follow up with any IT (system and telephony) related issues, ensuring business continuity
  • Ensure that agents are properly aligned in the correct Program and Supervisor
  • Accomplish human resource objectives in the interviewing, hiring, training, coaching, disciplining agents and Supervisors
  • Manage capacity planning and scheduling to ensure adequate carrier client coverage for all client campaigns
  • Gather and approve all agent billable hours prior to submitting to VP for final approval
  • Work closely with Account Manager/Sales Rep in developing monthly recap deck
  • Review and reconcile agent commission statements
  • Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value
  • Make recommendations for system improvements
  • Accomplish other duties as assigned

We Have:

  • A fun, professional, fast-paced environment
  • A very focused approach to helping consumers live healthier
  • A results-oriented, success-driven team and support structure

You Bring:

  • 3+ years of proven successful sales management experience w/Individual/Family Plan and Medicare sales experience, preferred (not having this experience is not a disqualifier)
  • 5+ years of call center management experience
  • Proven track record of managing a P & L
  • Solid knowledge and grasp of CMS rules and regulations
  • A Zen level approach to exceeding sales targets and minimizing cost

You Might Also Have:

  • A current and valid Arizona Health Insurance License (This is something that if necessary, the organization can invest in having the ideal candidate licensed. Not having this particular license is not a disqualifier).
  • Solid understanding of call center technology
  • Thought leadership to drive value back to our team and clients
  • A no-holds barred approach to exceeding targets and developing your direct reports
  • A strong passion for leading and developing others

About HPOne

Founded in 2006, HPOne is a leading sales and marketing organization that operates across multiple segments of the Medicare and health insurance marketplaces. Using proprietary technology solutions coupled with deep industry knowledge, the company provides a range of outsourced sales, marketing and contact services for national and regional health plans, operates private exchanges for individual consumers and employer-based group retirees, and manages the largest exclusive Medicare lead generation marketplace in the industry. HPOne’s core differentiation is its exclusive focus on the health insurance industry, bringing innovative and performance-based solutions that address the most pressing challenges facing clients. With four state-of-the-art contact centers around the country and a management team with an average of over 15 years in the health insurance industry, HPOne provides its clients with the solutions they need to profitably grow and manage their business. For five consecutive years, HPOne has been named to Deloitte's Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America, earning a rank of 357 in 2016.

Equal opportunity

HPOne is an equal opportunity employer, committed to employment equity throughout all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We welcome and encourage diversity in the workplace. HPOne requires the necessary drug testing and background checks as part of our pre-employment practices.