Operations Manager (Contact Center & Client Operations)
Role Summary
The BPO Operations Manager provides leadership and oversight for both the Contact Center and Client Operations teams. This role manages the Contact Center Supervisor and Client Operations Supervisor, ensuring alignment across service delivery, operational performance, compliance, and continuous improvement initiatives.
Key Responsibilities
• Lead, coach, and support supervisors responsible for contact center and client operations.
• Own overall operational performance including SLAs, quality, productivity, backlog management, participant and employer experience.
• Establish and monitor KPIs, dashboards, and reporting to drive accountability and decision-making.
• Partner with Product, Technology, Compliance, and Client teams to improve workflows, tools, and automation.
• Ensure consistent application of policies, SOPs, training standards, and compliance requirements across teams.
• Support workforce planning, hiring, onboarding, and capacity management in collaboration with HR.
• Identify process improvement opportunities and lead operational initiatives to improve efficiency, accuracy, and scalability.
Required Qualifications
• Bachelor’s degree in business, healthcare administration, operations management, or a related field.
• 5+ years of operations leadership experience in a contact center, back office, or regulated services environment.
• Proven experience managing supervisors or managers.
• Strong analytical, organizational, and leadership skills.
• Experience working with performance metrics, SLAs, and continuous improvement frameworks.
• Must be able to pass a background check.
Preferred Qualifications
• Experience in benefits administration, healthcare services, financial services, or other regulated environments.
• Working knowledge of HIPAA, IRS regulations, and benefit account administration.
Pay: $75,000.00 - $95,000.00 per year
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance
Education:
• Bachelor's (Preferred)
Experience:
• Call center management: 5 years (Preferred)
Work Location: Remote
The BPO Operations Manager provides leadership and oversight for both the Contact Center and Client Operations teams. This role manages the Contact Center Supervisor and Client Operations Supervisor, ensuring alignment across service delivery, operational performance, compliance, and continuous improvement initiatives.
Key Responsibilities
• Lead, coach, and support supervisors responsible for contact center and client operations.
• Own overall operational performance including SLAs, quality, productivity, backlog management, participant and employer experience.
• Establish and monitor KPIs, dashboards, and reporting to drive accountability and decision-making.
• Partner with Product, Technology, Compliance, and Client teams to improve workflows, tools, and automation.
• Ensure consistent application of policies, SOPs, training standards, and compliance requirements across teams.
• Support workforce planning, hiring, onboarding, and capacity management in collaboration with HR.
• Identify process improvement opportunities and lead operational initiatives to improve efficiency, accuracy, and scalability.
Required Qualifications
• Bachelor’s degree in business, healthcare administration, operations management, or a related field.
• 5+ years of operations leadership experience in a contact center, back office, or regulated services environment.
• Proven experience managing supervisors or managers.
• Strong analytical, organizational, and leadership skills.
• Experience working with performance metrics, SLAs, and continuous improvement frameworks.
• Must be able to pass a background check.
Preferred Qualifications
• Experience in benefits administration, healthcare services, financial services, or other regulated environments.
• Working knowledge of HIPAA, IRS regulations, and benefit account administration.
Pay: $75,000.00 - $95,000.00 per year
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance
Education:
• Bachelor's (Preferred)
Experience:
• Call center management: 5 years (Preferred)
Work Location: Remote