Job Description

Oasis Senior Advisors is seeking a proactive and driven Senior Operations Manager to join our team. This individual will take the initiative in standardizing operations within our call center, focusing on enhancing efficiency and pipeline management for digital leads. The ideal candidate is competitive, thrives in fast-paced environments, and is quick to connect with both team members and clients. They will be fluent in operations management and bring a lively, enthusiastic approach to driving operational excellence. In addition, they respond positively to pressure and are fast-talking, able to make decisions quickly and confidently while achieving results. 

Key Responsibilities

• Operational Standardization:
• • Develop, implement, and refine standardized processes to optimize call center operations.
  • Identify inefficiencies and create tools to streamline workflows for agents and management.
  • Implement a robust QA program to identify areas of opportunity for our Advisors and Call Center team to drive improved KPIs.
• Tool Development:
• • Collaborate with cross-functional teams to design and implement operational tools to manage leads, monitor agent performance, and track customer outcomes.
  • Partner with technology teams to ensure seamless integration of new tools into existing systems.
• Pipeline Management:
• • Build and maintain systems to manage the flow of digital leads through the pipeline, ensuring timely and effective follow-up.
  • Use data-driven insights to improve lead conversion rates and overall pipeline performance.
• Performance Analytics:
• • Track key performance metrics for the call center, including lead response times, conversion rates, and customer satisfaction.
  • Deliver actionable insights and recommendations to the COO and other stakeholders.
• Training and Support:
• • Work closely with team leads to ensure agents are properly trained on new tools and processes.
  • Provide ongoing support and troubleshooting for operational tools.

Qualifications

• Experience:
• • Call Center Experience required
  • 7+ years of competitive experience in operations management, preferably within a call center environment.
  • Previous experience in the senior living industry or a related field is required.
• Skills and Knowledge:
• • Strong knowledge of pipeline management, digital lead handling, and CRM systems.
  • Proven ability to develop and implement tools that enhance operational efficiency.
  • Excellent data analysis skills, with the ability to translate metrics into actionable strategies.
  • Exceptional organizational and project management abilities.
• Education:
• • Bachelor’s degree in Computer Science, Business Administration, Operations Management, or a related field. Advanced degree is a plus.
• Soft Skills:
• • Strong leadership and interpersonal skills with a collaborative mindset.
  • Detail-oriented with excellent problem-solving capabilities.
  • Enthusiastic about quickly adapting to a fast-paced, high-growth environment and driven to get things done under pressure.

Hiring Range: $110,000 - $140,000

PI7177fcc1c3c2-30492-37048027

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