Sr Manager, BPO Call Center Operations (Healthcare)

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

Job summary

An innovative healthcare technology firm is seeking a visionary Sr Manager to lead their call center operations. This remote role involves managing a high-performing team in the Philippines, optimizing performance metrics, and driving operational efficiencies. The ideal candidate will possess strong leadership skills and a strategic mindset, capable of fostering growth and enhancing product features. Join a company that values innovation, teamwork, and offers growth opportunities in a supportive environment. If you are ready to make a significant impact in the healthcare sector, this position is perfect for you.

Benefits

Health Coverage

401K with Match

PTO

Parental Leave

Disability Insurance

Growth Opportunities

Supportive Work Environment

Qualifications

• 10+ years of experience in customer operations or call center management.
• Expertise in performance management and QA processes.
• Proven success in scaling remote customer service teams.

Responsibilities

• Recruit, train, and manage a high-performing call center team.
• Establish performance metrics and implement quality assurance processes.
• Collaborate with product and engineering teams for alignment.

Skills

Team Leadership

Operational Excellence

Performance Management

Data-Driven Decision Making

Communication Skills

Project Management

Education

Bachelor’s Degree in a related field

Tools

Salesforce

Job description

Sr Manager, BPO Call Center Operations (Healthcare)

Join to apply for the Sr Manager, BPO Call Center Operations (Healthcare) role at Henry Schein One

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 lead the establishment, management, and expansion of a growing call center in the Philippines, while coordinating seamlessly 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, operational excellence, and product optimization. They will possess a strategic mindset that combines vision, innovation, and analytical prowess, enabling them to scale support teams with precision and foster 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. Develop incentive structures to drive productivity and high service levels. Maintain scheduling, reporting, and compensation structures.
• Operational Efficiency: Monitor KPIs and implement continuous improvements. Manage workflows to enhance operational efficiency.
• Collaboration and Alignment: Work with product and engineering teams to ensure the product meets evolving business needs. Collaborate with customer success, sales, and product teams for alignment.
• Process Improvement: Identify and implement process improvements to increase efficiency and reduce costs. Conduct quality assurance checks to ensure product functionality aligns with business objectives.
• Product Enhancement: Review customer interactions regularly and provide insights to enhance product features. Ensure product functionality aligns with business goals through QA checks.
• Reporting and Strategic Alignment: Provide weekly and monthly reports on operational metrics, performance insights, and product improvement suggestions. Conduct regular leadership meetings to align on strategic priorities.

Travel/Physical Demands

• Travel typically less than 10%, including 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 success in scaling remote customer service teams and improving operational efficiencies.
• Expertise in performance management, QA processes, workforce planning, and data-driven decision-making.
• Proficiency with CRM platforms (e.g., Salesforce) and experience collaborating with product and engineering teams.
• Excellent communication, presentation, and negotiation skills.
• Strategic planning and project management skills, capable of driving complex initiatives.
• 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 is preferred.

The posted salary range for this role is $110,000 - $145,000, reflecting the expected starting salary for a fully proficient employee. Compensation may vary based on experience, skills, location, and other factors. The role is also eligible for a bonus target.

What You Get As a Henry Schein One Employee

• A great workplace with fantastic colleagues.
• A career in healthcare technology with growth opportunities.
• Competitive pay and comprehensive benefits including health coverage, 401K with match, PTO, parental leave, disability, and more.

About Henry Schein One

Henry Schein One is a global leader in dental management, analytics, communication, and marketing software. Our integrated solutions provide a seamless user experience. We foster a supportive, diverse, and inclusive environment that values innovation, teamwork, and work-life balance. Named one of Utah’s Best Companies to Work For in 2022, we prioritize our people and their development.

Henry Schein, Inc. is an Equal Opportunity Employer. We do not discriminate based on race, religion, gender, age, or other protected categories. Currently, we are not hiring residents of Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, Puerto Rico, or other US Territories.