Job Description

**JOB PURPOSE:** The Senior BPO Operations Manager is responsible for the hands-on management of outsourced call center teams, ensuring daily execution meets performance standards and supports patient experience goals. This role drives operational excellence through real-time monitoring, coaching, and coordination with internal and external teams. **GENERAL DUTIES & RESPONSIBILITIES:** **Vendor Management & Performance Oversight** Daily Operations & Execution + Oversee day-to-day performance of BPO agents across multiple vendors and locations. + Monitor call queues, service levels, and adherence in real time; take corrective action as needed. + Ensure staffing schedules align with forecasted volumes and SLAs. Performance Management + Track KPIs including AHT, FCR, CSAT, QA and conversion rates. + Conduct daily/weekly performance huddles with BPO leaders. + Identify underperforming teams and implement action plans. Quality & Compliance + Partner with QA teams to review call recordings and ensure compliance with scripts and protocols. + Support AI Tools and other QA tools to drive coaching and feedback loops. + Ensure HIPAA and patient privacy standards are upheld across all BPO operations. Training & Readiness + Coordinate with Training teams to ensure agents are prepared for seasonal ramp-ups and pilot launches. + Support onboarding and nesting phases for new hires and new BPO partners **GENERAL KNOWLEDGE, SKILLS & ABILITIES:** + 7+ years of experience in BPO management, preferably in healthcare or customer service. + Proven success in vendor management, call center operations, and strategic planning. + Strong analytical, negotiation, and communication skills. + Experience with AI tools, IVR systems, and CRM platforms is a plus. Preferred Skills: + Bilingual (English/Spanish) preferred. + Experience with multi-site operations and remote team management. + Strong Excel and reporting skills; familiarity with Tableau or similar tools. **Job Details** **Pay Type** **Salary** **Travel Required** **Yes** **Job Category** **Practice Staff**

Job Tags

Seasonal work, Remote work,

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