Operations Manager

Job Purpose The Operations Manager will oversee the daily operations of Caring-One’s healthcare-focused BPO site. This role requires a licensed nurse with strong management experience who can ensure the delivery of excellent patient-centered service, compliance with healthcare standards, and operational efficiency. The Operations Manager will lead, coach, and develop teams to meet client expectations while upholding Caring-One’s “People First” philosophy. Responsibilities Operations Management Oversee day-to-day call center operations to ensure client SLAs and KPIs are consistently achieved. Manage scheduling, workload distribution, and real-time monitoring of team performance. Ensure alignment between client requirements, regulatory standards, and company policies. Collaborate with HR, Quality Assurance, and Training to maintain operational excellence. Healthcare Compliance & Oversight Act as the clinical authority to ensure healthcare-related calls and documentation meet nursing and compliance standards. Provide clinical guidance to agents handling patient interactions, ensuring accuracy and empathy in communication. Oversee compliance with HIPAA (if applicable), DOH, and occupational health and safety standards. Review and validate healthcare-related processes to maintain service accuracy and patient confidentiality. Leadership & People Management Lead, coach, and mentor Team Leaders and front-line staff to achieve high performance and professional growth. Promote a positive and people-first workplace culture that balances accountability with employee engagement. Manage performance reviews, corrective actions, and recognition programs. Foster teamwork and collaboration across all departments. Client & Stakeholder Relations Act as the primary operations contact for clients, addressing concerns and aligning processes with expectations. Provide regular business reviews, performance reports, and strategic updates to clients and senior management. Partner with clients to identify opportunities for service improvement and growth. Continuous Improvement Monitor operational metrics, identify gaps, and implement corrective action plans. Lead process improvement initiatives to enhance efficiency and service delivery. Stay updated with BPO trends, healthcare regulations, and call center technologies to drive innovation. Business Acumen & Financial Management Oversee budget planning, cost control, petty cash, and resource allocation to support efficient call center operations. Monitor revenue, expenses, and profitability targets, ensuring operational decisions drive financial health and client satisfaction. Approve and track fund utilization for operational requirements, workforce programs, and client-driven initiatives, balancing cost efficiency with service quality. Analyze financial data and operational metrics to identify opportunities for efficiency, revenue growth, and client retention. Collaborate with Finance and Senior Leadership to ensure compliance with company policies, fiscal discipline, and long-term sustainability. Skills & Competencies Experience: Minimum of 5 years of nursing experience, preferably with exposure to healthcare BPO, patient care coordination, or case management. At least 3 years of management experience in a BPO, healthcare, or call center setting. Strong leadership, coaching, and team management skills. Excellent communication and interpersonal skills. Strong knowledge of healthcare standards, HIPAA, Privacy regulations, and other compliance practices. Analytical and problem-solving abilities with experience in KPI/SLA management. Ability to thrive in a fast-paced, people-driven environment. Key Attributes Empathetic yet firm leadership style. Strong sense of accountability and integrity. Balance between clinical knowledge and business operations expertise. Commitment to Caring-One’s People First philosophy. Working Conditions This position is site-based at Caring-One Iloilo Call Center Services, with standard hours aligned to U.S. healthcare client operations (night shift, 8 PM – 5 AM, Monday to Friday). Requires extended or flexible hours when needed to address operational demands, client escalations, or critical service issues. Works in a fast-paced, high-performance environment, balancing healthcare compliance with BPO operational efficiency. Directly reports to the President and General Manager and is expected to provide regular updates, performance reports, and strategic input to executive leadership. May be entrusted with financial approvals and operational funds, requiring high integrity and fiscal accountability. Will collaborate frequently with cross-functional teams (HR, Finance, Training, QA) and external stakeholders (clients, auditors, regulators). #J-18808-Ljbffr