Manager, Operations - Government Services
Philips Corporation (Framingham/Worcester, Massachusetts)

Organization Description:
Lifeline connects individuals to the support of neighbors, friends and emergency services in the community. The individual served is able to directly contact trained Lifeline staff 24 hours a day from around their home and yard by simply pressing a button. A Lifeline monitor assesses the individual's needs and quickly sends the appropriate support. Over the years, Lifeline has provided this service to more than 4 million people across North America.


Our success is directly related to our ability to stay focused on our mission, which is to work closely with healthcare providers, social service and other organizations that provide elders with the ability to live in their own homes. We are passionate about those we serve and strive to provide reassurance, peace of mind, and a caring response to those who depend on our service.


Your Responsibilities:
JOB PURPOSEResponsible for the overall management of the central Government Service operations office. This position will provide exceptional customer service to both our Case Management Agencies and to our Subscribers. The focus of this position is to improve the efficiency and effectiveness of the organization through proper organizational design and process improvements, and provide management and oversight to the cost centers associated with these activities. MAJOR RESPONSIBILITIES* Prepares business plan to ensure service and financial objectives are achieved in accordance with corporate objectives.* Through supervisors, plans, directs and evaluates the work flow of Customer Service and Sr. Customer Service Representatives, ensuring service and financial objectives are achieved in accordance with operational objectives. * Manages, coordinates, and implements continuous improvement principles to the government services function to maximize customer satisfaction and minimize direct cost of service.* Provides direction, coaching, counseling and leadership to all direct reports to motivate employees, improve performance, enhance service quality, and heighten employee effectiveness and increase customer satisfaction and retention. * Reviews, develops, and implements new technologies, processes and procedures to improve the performance and quality of service. Drives projects related to this.* Directs communications with Lifeline's customers to recognize, recommend and coordinate the implementation of operational improvements.* Develops and manages budgets for all cost centers.* Promotes internal relationships to execute all functions required to meeting business objectives.* Prepares weekly and monthly reports along with special projects as may be requested by the department director.


Your Profile:
QUALIFICATIONS Education/Experience:* BS/BA or equivalent related work experience required. * Minimum of 5 years customer service experience managing exempt and non-exempt staff in a fast paced environment. Other:* Strong Customer Service Philosophy. Demonstrates exemplary customer service philosophy through demeanor, approach to relationships with employees and customers, and through leadership style.* Ability to manage operation within the context of the Company's strategic objectives.* Strong proven leadership skills, including demonstrated success in: * Creating and communicating a vision for change;* Setting direction and managing and motivating others to achieve goals utilizing contemporary management practices and* Developing teamwork among a diverse group of individuals.* Planning, organization and effective time management skills.* Excellent interpersonal skills; excellent listening skills and approachable style with emphasis on sensitivity to others.* Demonstrated ability to handle stress effectively and to assist others in effectively dealing with stress.* Excellent coaching and counseling skills and the demonstrated ability to effectively handle conflict resolution.* Decisive, willing to take calculated risks.* Strong analytical skills; creative problem-solver.* High level of professionalism and integrity.


Contacts:
Philips



Notes


Job ID: 51982

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