Strategic Management
  • Alexandria, VA, USA
  • $65,000
  • Salary
  • Full Time

About Compliance Resource Center:

Compliance Resource Center (CRC) is a leading provider of compliance tools and services which help healthcare organizations manage compliance activities in the constantly changing regulatory environment. CRC's solutions include policy and procedure development, online training, surveys, sanction screening services, and compliance hotline services. CRC is affiliated with Strategic Management Services, LLC, a nationally recognized healthcare compliance consulting firm. 

About this Opportunity:

The Call Center Operations Manager provides day-to-day management of the Compliance Resource Center's hotline service. The Call Center Operations Manager is actively involved in the daily operations and responsible for providing overall project management. The Call Center Operations Manager also routinely interacts with clients by providing client support, demos and training.  

Essential Functions:

  • Participates in daily, weekly, monthly and annual planning processes as appropriate.
  • Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objective of this position.
  • Proactively provides feedback to leadership regarding needs for procedural, workflow or technological improvements.
  • Provides constructive feedback and mentorship to all hotline employees.
  • Ensures client requests are responded to in a timely and appropriate manner by responding directly to the client or appropriately delegating the responsibility to a staff member.
  • Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
  • Facilitates regular e-trainings and web-based demos for CRC's compliance solutions suite.

Required Education, Experience and Attributes:

  • A Bachelor's degree and prior work related experience or equivalent.
  • 3 years of project management experience.
  • Proficiency in Windows and Microsoft Office.
  • General understanding of website functionality and related technologies.
  • Experience working in a call center/hotline environment.
  • The ability to learn and assimilate new information quickly.
  • The ability to solve problems and provide solutions.
  • The ability to effectively manage multiple projects, including developing project objectives, prioritizing project responsibilities, delegating tasks, executing project deliverables, and tracking and measuring project to successful completion.
  • Excellent verbal and written communication skills and a commitment to collaborate with people.
  • The ability to plan and direct own activities with minimal management supervision.
  • The ability to define and deliver on priorities and be self-organized.
  • A high level of attention to detail, excellent follow through and reliability.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk, hear and type. Work performed is generally sedentary in nature but may require standing, walking, bending, and reaching. The work occasionally involves working under pressure to balance multiple tasks and manage deadlines. 

Strategic Management
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