Operations Manager

Job Summary

To ensure high-quality execution across frontline teams, the full-time Operations Manager will lead daily performance, conduct regular audits, and analyze operational metrics in a remote BPO environment.

Key responsibilities

• Lead and manage daily performance of assigned frontline teams, ensuring adherence to quality, productivity, and service standards
• Conduct regular call monitoring and performance reviews, delivering coaching and corrective action plans as needed
• Analyze key operational metrics to identify risks and improvement opportunities impacting service delivery

Required qualifications

• Minimum of 5 years' experience in a BPO or call center customer service environment, with at least 3 years 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 experience
• Proven ability to coach and develop teams in a fast-paced, metrics-driven environment
• Willingness to support a 24/7 service environment, including flexibility to respond to escalations as needed