Worksite Location (In-Office): Honolulu, Hawaii

Pay Range: $57,629 - $88,159

Note: Individuals typically begin between the minimum to middle of the pay range

In collaboration with Customer Relation's Management, oversee all aspects of operations support. Oversee management of Customer Relations Operations Support staff, coordinate scheduling of staff assignments, manages HMSA's Corporate operator line, fulfill member request for materials accurately and timely, and serve as a key contributor in supporting the contact center staff to meet the needs of our members.

Contribute meaningfully to innovation activities to support the contact center's availability to service members. Effectively challenge and transform the department's efforts to always exceed our member's and customer's expectations.

• Bachelor's degree and three years of related experience, or equivalent combination of education and experience.

• One year of leadership experience/skills (e.g., coaching/mentoring, managing workflows, etc.).

• Process improvement development and implementation skills.

• Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, Outlook, and PowerPoint.

• Train and oversee the Operations Support team. Schedule and manage the team's functions and activities that support the Contact Center, activities such as data entry into Salesforce, preparing invoices for payment for HMSA's vendors, fulfilling requests made by members through HPNs or HMSA's online channels, coordinating employee travel requests, processing employee expenses for reimbursement, requesting system access for CR staff and maintain the department's office supplies and phone equipment. Develop and manage workflows which support these responsibilities.

• Select, train, and conduct timely and constructive performance reviews and provide feedback. Provide regular coaching to each team member on skill development to help them achieve their career aspirations.

• Train, take calls, and audit Operations Support staff taking Corporate Operator calls to meet service level expectations. Develop and maintain plan for Corporate Operator trained staff outside of HMSA Center.

• Maintain floor plan and evacuation plan list for HMSA center. Ensure desks are set up with equipment needed to service.

• Performs all other miscellaneous responsibilities and duties as assigned or directed.