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,
Similar Jobs
Cordia Resources by Cherry Bekaert
...accurate financial reporting. Oversee and manage the accounting team while remaining hands-on. Complete an ongoing accounting outsourcing project and optimize outsourced service support. Ensure accurate and complete property reporting, operational business...
SGS Consulting
...diagrams. ~5. Ability to maintain necessary product records and documentation. ~6. Ability to work independently. ~1. Strong mechanical aptitude ~2. Familiarity with manufacturing processes and electronic components ~3. Knowledge of test equipment, e.g.,...
Toppers Pizza - Onalaska
...Description Approximate Hours for DAY SHIFT would be weekdays and weekends. Starting time would be 10:30AM, some days sooner. End... ...heart and soul of our company, bringing Great Food and Memorable Experiences that friends and families connect over to our local communities...
Gordon Food Service
...who we are and the impact you could have on the food service industry. There's a seat at our table for you... 2nd Shift Warehouse Package Handler - Full Time Distribution Center Address: Springfield, OH Pay: Starting at $21.13/hour (includes a $1.00 2nd shift...
Fox Corporation
...stations collectively produce approximately 1,200 hours of local news every week. These stations leverage viewer, distributor and... ...Networks national content. JOB DESCRIPTION Morning News Anchor/Reporter (Regular Full-Time) WTTG/WDCA FOX 5 DC/FOX 5 Plus...