Healthcare Operations Manager

🚀 About the Role 🚀We are seeking for an experienced Healthcare Operations Manager to lead high-performing Healthcare teams within a fast-paced BPO environment. This role is responsible for driving operational excellence, delivering outstanding customer experiences, and achieving service performance goals while ensuring alignment with business objectives.The ideal candidate has a strong background in managing large contact center operations, developing leaders, improving customer satisfaction, and consistently exceeding operational KPIs.
QualificationsMinimum 8 years of experience in the BPO/Contact Center industry.At least 5 years of experience leading Operations Managers, Team Leaders, or large frontline teams.Understanding of Healthcare compliance, data privacy, and regulatory requirements is preferred.Bachelor's Degree completed or currently pursuing.Proven experience managing Healthcare operations.Strong leadership, coaching, and people development skills.Data-driven with strong analytical and decision-making abilities.Excellent conflict resolution and problem-solving skills.Ability to work in a fast-paced, high-pressure environment.Strong communication and stakeholder management skills.Advanced knowledge of contact center KPIs and performance management.Workforce Management (WFM) knowledge is a plus.Advanced Microsoft Excel skills preferred.
Key ResponsibilitiesLead and develop Healthcare and Customer Service operations to consistently achieve business objectives.Coach and mentor Operations Team Leaders to improve team performance and employee engagement.Analyze operational trends and identify opportunities to improve customer experience and operational efficiency.Develop and execute action plans to achieve financial and operational goals.Present business reviews and operational results to senior leadership and clients.Partner with Workforce Management, Quality, Training, Recruiting, HR, and other support teams to ensure operational success.Monitor staffing requirements and collaborate on hiring plans to support business growth.Drive a culture of accountability, continuous improvement, and high performance.Manage escalations and ensure timely resolution of customer and operational issues.Ensure compliance with company policies, client requirements, and operational standards.
Preferred ExperienceCustomer Service OperationsHealthcare OperationsContact Center OperationsPerformance ManagementCoaching & Leadership DevelopmentKPI ManagementClient Relationship ManagementContinuous ImprovementOperational Excellence
🎯If you're a results-driven leader passionate about delivering exceptional customer experiences and driving good performance, we'd love to hear from you. Apply today or feel free to share this opportunity with your network! 🎯