Lead and manage daily performance of assigned frontline teams, ensuring adherence to quality, productivity, and service standards.
Conduct regular call monitoring, audits, and performance reviews; deliver timely coaching and corrective action plans to address performance gaps.
Analyze key operational metrics and trends to identify risks, improvement opportunities, and root causes impacting service delivery.
Foster employee growth through structured coaching, mentoring, training reinforcement, and ongoing performance feedback.
Ensure team members complete required training and remain current on processes, tools, and service expectations.
Promote an inclusive, respectful work environment by adapting leadership and communication styles to diverse backgrounds and working styles.
Collaborate with cross-functional partners to identify, escalate, and resolve operational issues before they impact members or clients.
Maintain readiness to respond to escalated issues and service needs across a 24/7 operating environment.
Oversee hiring, onboarding, and ramp-up of new team members to ensure operational readiness and performance standards are met.
Assess staffing needs and provide workforce planning and capacity recommendations to senior leadership.
Contribute to process improvement initiatives that enhance efficiency, quality, and scalability of operations.

Minimum of 5 years’ experience in a BPO or call center customer service environment
At least 3 years of leadership experience in operations management
Experience in health insurance, managed care, or healthcare services strongly preferred.
Bachelor’s degree in Business Administration, Management, Economics or a related field; or equivalent combination of education and a minimum of three (3) years of leadership experience in operations management
Proven ability to coach, develop, and performance-manage teams in a fast-paced, metrics-driven environment.
Strong problem-solving and conflict-resolution skills, with sound judgment under pressure.
Excellent interpersonal and communication skills, with the ability to influence and engage diverse audiences.
Demonstrated ability to balance multiple priorities while maintaining operational excellence.
Willingness to support a 24/7 service environment, including flexibility to respond to escalations as needed.

Operations Manager – BPO

Key skills