Operations Manager

4 weeks ago
Job ID
# of Openings
Customer Service/Support


Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).


The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.


The Operations Manager ensures quality customer care for Reed Group’s Leave services clients by acting as a knowledgeable information resource and liaison between all parties involved in leave absence programs. In addition, the Operations Manager serves as a resource for the team, answering client specific questions and inquiries and assisting in training and developing staff.


Essential Functions:           

    • Contribute towards the achievement of company’s strategic and operational obligations
    • Perform quality control measures and monitor production
    • Planning and controlling change
    • Recognizing alternative methods of efficiency
    • Creating a positive culture where work can get done
    • Directs Customer Service Specialists and Intake Analysts by auditing tasks and calls for performance management.
  • Responsible for creating and maintaining schedules for the team.


    • Makes recommendations for second and third opinions when indicated and concurred with by Sr. Operations Manager.
    • Maintains FMLA and absence information in the Software System, including comprehensive activity notes during periods of time where there may be an open position on the team. Requires functional client knowledge, and makes decisions regarding knowledge tool updates, training needs, and quality improvement.
    • Maintains skills and knowledge of FMLA, state and company policies.
  • Acts as a liaison between the Customer Service Specialists, LOA Case Managers, and/or Disability Case Managers and the designated escalation process to the Clinical Case Manager as applicable.


    • Facilitate communication between employees and other parts of the business
  • Assists in the recruiting and interviewing of new team members.
  • Coaches team members on metrics, quality, and performance.
  • Serves as a Subject Matter Expert on Leave of Absence programs at Reed Group and supports the team with expert knowledge of client specific details.
  • Performs side by side listening and coaching with team members to assist in the further development of staff.


  • Provide online, real-time support to agents via phone, chat, email, and taking escalated calls



Other Duties:

    • Maintains current professional development, including continuing education courses and legal updates in specialty field demonstrated on an annual basis.
    • Attends department and company meetings as needed.
  • Assists with work load as needed


  • Other duties as required.


  • Minimum 3 years’ experience in a contact center environment with a good understanding of contact center metrics.
  • Excellent interpersonal communications skills and customer service skills, exercising diplomacy and good judgment.
  • Bachelor’s Degree or equivalent work experience.
  • Must possess strong interpersonal communication skills and a positive attitude.
  • Well organized, able to multi-task and identify priorities in a fast paced environment.
  • Proficient computer skills in data entry and attention to detail.
  • Intermediate level computer skills using MS Office with above average Excel skills.
  • Be a positive, energetic and results oriented team player.
  • Must be able to work a flexible work schedule to include all shifts. Starting shift is 11:30am – 8pm.


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