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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