Operations Manager

Job Locations US-FL-Orlando
Posted Date 2 weeks ago(2/9/2018 4:29 PM)
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.


PURPOSE: 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.



  • Administers HR policies and evaluates performance management of Case Managers and Customer Service Representatives
  • Assess  and measures staff performance
  • Lead, motivate and develops staff
  • Sets appropriate goals for the staff
  • Manages to established Key Performance Indicators
  • Reviews reports to identify trends and improve service performance of the team
  • Executes call evaluations
  • Identifies process improvements
  • Serves as the liaison between the Department director and the staff
  • Holds weekly staff meetings, disseminates company information to staff, and leads team
  • Participates appropriately in client meetings and implementations 
  • Provides weekly updates to management on team progress and focus
  • Demonstrates adherence to Reed Group values and performance guidelines



  • Other duties as required





  • Minimum 3 years’ experience working with medical disability services or similar.
  • Telephonic customer service experience, preferably in call center setting.
  • Excellent interpersonal communications skills both verbally and in writing.
  • Exercises diplomacy and good judgment.
  • Bachelor Degree or combination of experience and professional certification.
  • Advanced level computer skills using Windows 2000 and Microsoft Office suite of programs including Word, Excel, PowerPoint and Outlook.
  • Must complete the certified customer service training within 90 days of hire.
  • Be a positive, energetic and results oriented team player.
  • Be a great team builder who leads through example.
  • Must have previous supervisory experience and the ability to prioritize and assign work in high volume call center.
  • Must have a working knowledge of FMLA



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