Sr Manager, BPO Call Center Operations (Healthcare)

Henry Schein One; United States; On-site; USD 110,000 - 145,000; Full time

Job summary

An established industry player is seeking a visionary Sr Manager to lead and optimize their customer support operations. This exciting role involves managing a growing call center, enhancing operational efficiencies, and collaborating with product teams to drive innovation. The ideal candidate will have a strong background in customer operations, team leadership, and strategic planning. Join a dynamic team that values diversity, professional development, and work-life balance, while making a significant impact in the healthcare technology sector. If you're ready to take on a transformative role, this opportunity is perfect for you.

Benefits

Medical, Dental and Vision Coverage

401K Plan with Company Match

Paid Time Off (PTO)

Paid Parental Leave

Short Term Disability

Income Protection

Work Life Assistance Program

Education Benefits

Worldwide Scholarship Program

Volunteer Opportunities

Qualifications

• 10+ years in customer operations or call center management.
• Expert in performance management and QA processes.

Responsibilities

• Recruit and manage a high-performing call center team.
• Collaborate with product and engineering teams for alignment.

Skills

Team Leadership

Operational Excellence

Performance Management

Data-Driven Decision Making

Communication Skills

Strategic Planning

Project Management

Education

Bachelor's Degree in a related field

Tools

CRM Platforms (Salesforce or similar)

Job description

Sr Manager, BPO Call Center Operations (Healthcare)

This position will be remote within the United States.

Job Summary
We are seeking a visionary Sr Manager to revolutionize our customer support and operations team while driving product efficiencies to new heights. This pivotal role will spearhead the establishment, management, and expansion of a growing call center in the Philippines, while orchestrating seamless synergy with our product development team to maximize system performance and optimize costs.

Our ideal candidate will be a leader with a proven track record in team leadership, operation excellence and product optimization. They will possess a strategic mindset that combines vision, innovation, and analytical prowess, allowing them to scale support teams with precision and drive transformative growth.

What You Will Do

• Team Management: Recruit, train, and manage a high-performing call center team in the Philippines. Conduct regular coaching, training, and professional development for team members. Maintain a strong candidate pipeline for future hiring needs.
• Performance Optimization: Establish performance metrics and implement quality assurance processes. Implement incentive structures to drive productivity and maintain high service levels. Develop and maintain scheduling, reporting, and compensation structures.
• Operational Efficiency: Monitor key performance indicators (KPIs) and implement continuous improvements. Manage and optimize workflows to enhance operational efficiency.
• Collaboration and Alignment: Collaborate with product and engineering teams to ensure the internally built product meets evolving business needs. Work closely with customer success, sales, and product teams to ensure alignment.
• Process Improvement: Identify and implement process improvements that drive efficiency and reduce costs. Conduct quality assurance checks to align product functionality with business objectives.
• Product Enhancement: Regularly review customer interactions and provide insights to enhance product features. Conduct quality assurance checks to ensure product functionality aligns with business objectives.
• Reporting and Strategic Alignment: Provide weekly and monthly reports on operational metrics, performance insights, and product improvement recommendations. Conduct regular meetings with leadership to align on business objectives and strategic priorities.

Travel/Physical Demands

• Travel typically less than 10%, includes domestic and international travel
• Office environment with no special physical demands required

Qualifications

What You Will Have

• 10+ years of experience in customer operations or call center management, preferably with offshore teams and BPOs
• Proven track record in scaling remote customer service teams and enhancing operational efficiencies
• Expert in performance management, QA processes, workforce planning, and data-driven decision-making
• Proficiency with CRM platforms (i.e. Salesforce or similar) and experience collaborating with product and engineering teams
• Outstanding communication, presentation, and negotiation skills
• Strategic planning and project management expertise, with ability to drive complex initiatives
• Demonstrated ability to manage internal and external relationships, build connections, navigate organizational complexities, and influence stakeholders effectively

Nice to Haves

• Bachelor’s Degree in a related field
• Background in dental coding and insurance preferred

The posted range for this position is $110,000 - $145,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people
• A career in the healthcare technology industry, with the ability to grow and realize your full potential
• Competitive compensation
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One leads the industry is because of our products, services and most importantly, our people.

In 2022, Henry Schein One was named one of Best Companies to Work for in Utah.