Front End Operations Manager

Front End Operations Manager

FLSA Status: Non-Exempt

Starting range: $28 to $32 per hour

SUMMARY OF DUTIES

The Front End Operations Manager role involves supporting daily front-end office operations across the agency, including training new team members and managing the schedules of floating Customer Service Representatives to meet coverage needs. Responsibilities include participating in the hiring process with the Director of Front End Operations, attending and recording meeting minutes, conducting audits to improve operations, and collaborating with cross-functional teams to enhance and implement training. Additionally, the role requires maintaining compliance with agency standards and fostering a collaborative environment through partnership with all team members.

SUPERVISORY RESPONSIBILITIES

This position is responsible for the oversight of Float Customer Service Representatives. Supervisory responsibilities of these direct reports include consistent coaching, feedback & development, review and approval of timecards, and completing performance reviews and development plans.

POSITION RESPONSIBILITIES

• Support day to day front end office operations across the agency, including training for new team members

• Participate in interviewing and hiring processes of front staff with Director of Front End Operations and hiring teams.

• Attend and record meeting minutes as requested

• Analyze & complete audits to measure and improve front end operations per agency standards

• Manage and coordinate schedules for floating Customer Service Representatives (CSRs) to ensure coverage needs are met agency-wide

• Collaborate with cross-functional teams to enhance, implement, and facilitate trainings for all newly hired front end team members

• Work closely with the Director of Front End Operations to maintain a collaborative cross-functional partnership with all level team members agencywide

• Ensure agency standards are consistently met for front end operations by enforcing compliance & familiarizing team members with concepts from the Front Office Manual

• Completes all trainings as required by the agency.

• Performs all other duties as assigned.

QUALIFICATIONS

• High school diploma or equivalent plus three years of experience performing some combination of secretarial and data input duties -OR- Associates degree in Business or a related field.

• Two years of supervisory experience in supervision of staff required.

• Experience working with complex scheduling of a team of staff preferred.

• Ability to establish and maintain good working relationships with all stakeholders of the agency.

• Ability to approach all responsibilities grounded in the organization's values.

• Excellent leadership and communication skills.

• Ability to exercise confidentially.

• Ability to adapt effectively in a faced paced environment.

• Excellent change management and innovative thinking skills.

• Proficiency in the full Microsoft Suite (Word, Outlook, Excel).

• Knowledge of and the ability to use basic office equipment (copiers, scanners, fax machines).

• Experience using Electronic Medical Records software, with an openness to learn new programs.

• Reliable transportation with ability to travel between sites and/or external agencies as needed.

Benefits:

• Sign on bonus

• Multiple Health Insurance options

• Employee Referral

• Tuition Reimbursement

• Generous Paid time off