Tampa, Florida (must be local to the Tampa office)

The Operations Lead develops implements and coordinates enrollment services for the organization. The Operations Lead will be responsible for managing operations processes to ensure a high level of efficiency and client satisfaction. The role requires excellent organizational and problem-solving skills, as well as the ability to lead a team of operations personnel.

Core Responsibilities:

• Manage service levels, quality and productivity of call centers and processing associates.
• Manage the day-to-day operations of the organization.
• Maintain/support-improved productivity and quality to meet company objectives and goals.
• Develop action plans as necessary to improve department performance.
• Prioritize client issues and implement changes
• Develop presentations for potential clients, existing clients, and potential and existing employees.
• Development of the management staff including planning, organizing, monitoring and coaching.
• Encourage coach and motivate all department members.
• Evaluate team performance and provide feedback on strengths and opportunities.
• Contact with internal and external customers.
• Participate in team meetings, staff meeting, conference calls with client contacts and other operational areas at WHPS.
• Maintain client relationship, be responsive, address concerns and escalate issues as needed.
• Make staffing recommendations based upon business needs.
• Review reports and data relevant to attainment of service levels and avoid financial penalties.
• Develop strategies to meet expected goals and achieve results.
• Utilize all available resources to expedite completion of tasks.
• Develop/enhance department policies, procedures, control and workflow.
• In-depth knowledge of departmental activities, reference materials, workflow, quality control measures, and productivity standards.
• Monitor and evaluate operational performance and recommend improvements.
• Develop and implement policies and procedures.
• Analyze data to identify areas for improvement.
• Assist in budgeting and forecasting.

• Minimum 5-7 years senior level operations experience.
• Solid understanding of operational processes and systems.
• Excellent leadership skills.
• Must be familiar with the service industry.
• Client facing experience, professional conduct and communication skills.
• Experience adhering to contractual SLAs, aligning resources to ensure SLA/KPIs are met, includes meeting the financial commitment for the organization.
• Knowledge must address diverse and difficult problems or situations.
• Requires experience to integrate activities across multiple functions for the corporation.
• Requires specialized integration of all aspects of the business; knowledge of business and management practices involved in strategic planning, resource allocation, human resource modeling techniques, production methods, and coordination of people and resources
• Proficient with Microsoft Office (Word, Excel, Access, PowerPoint, Project), Visio.