BPO Manager

CHRISTUS Excellence and Innovation Center; Monterrey; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

CHRISTUS Excellence and Innovation Center in Monterrey is seeking an experienced Manager to coordinate team efforts and oversee a BPO service delivery function. You will plan staffing, coach leaders, ensure regulatory compliance, and drive data‑driven decisions to optimize performance.

The role requires 2+ years in management, 6+ years of technical experience, and advanced English. You will lead multiple teams, participate in system upgrades, and champion CHRISTUS Health values across the

Formación

• Bachelor's Degree or equivalent years of experience required.
• Experience leading within a multi-facility business office environment preferred.
• 2 years of management experience preferred.
• 6 years of technical years of experience preferred.
• Experience in strategic planning and execution to meet business goals.

Responsabilidades

• Plan and allocate resources to staff the business unit and achieve goals.
• Identify trends and provide financially responsible, justifiable solutions per CHRISTUS CEI policies.
• Lead BPO leads and associates; coach, mentor, and guide by example.
• Communicate effectively with leadership and internal/external customers.
• Maintain compliance with state and federal regulations; update processes as needed.
• Participate in BPO projects and system upgrades.
• Foster a workplace culture aligned with CHRISTUS Health values.
• Encourage teamwork and conflict resolution; support diverse, cohesive collaboration.
• Lead other leaders within the team and drive performance management.
• Demonstrate analytical mindset and data-driven decision making.

Conocimientos

Leadership

People management

Coaching

Analytical thinking

Regulatory knowledge

English - Advanced

Meditech/EPIC

Communication

Educación

Bachelor's Degree

Herramientas

Meditech

EPIC

Descripción del empleo

The Manager is responsible for managing and coordinating team efforts and accountability for a specific service delivery function(s) of the BPO at CHRISTUS CEI. This includes planning and maintaining work systems, procedures, and policies that enable and encourage the optimum performance of its associates and other resources within a business unit.

Key Responsibilities

• Plan and allocate resources to effectively staff and accomplish business unit goals and objectives.
• Identifies trends or issues and provides possible solutions to make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with CHRISTUS CEI policies, procedures and guidelines.
• Manages the work of the BPO leads and associates by empowering, coaching, answering questions, giving guidance, and leading by example.
• Communicates effectively and professionally to all levels within the organization and escalates information to Leadership and internal/external Customers.
• Maintains detailed knowledge of state and federal regulations applicable to assigned areas of responsibility. Ensure that current processes are reviewed and updated to meet regulatory requirements.
• Actively participates in BPO projects and system upgrades.
• Consciously create a workplace culture that is consistent with the CHRISTUS culture and that emphasizes the mission, vision and values of CHRISTUS Health.
• Foster a spirit of teamwork and unity among associates that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, and working effectively together to enable each associate and department to succeed.
• Responsible for leading other leaders within team.
• Leadership and people management skills, including coaching, mentoring, and performance management.
• Analytical mindset with problem-solving, critical thinking, and data-driven decision-making capabilities.
• Excellent analytical skills with the ability to spot trends and opportunities.
• Excellent organizational skills including effective time management, priority setting and process improvement
• In-depth knowledge and ability to maneuver efficiently through Healthcare EMR and support systems etc. Strong understanding of systems from an end-user and technical perspective.
• At least 2 years of Meditech and or EPIC knowledge.
• Advanced English

Requirements

Education:

• Bachelor's Degree or equivalent years of experience required.

Experience

• Experience leading within a multi-facility business office environment preferred.
• Experience leading across multiple teams with varying working environments preferred.
• 2 years of Management experience preferred.
• 6 years of technical years of experience preferred.
• Experience in strategic planning and execution to meet business goals.