Operations Manager

Job description:

Job Purpose:

The Operations Managerwill oversee the daily operations of Caring-One's healthcare-focused BPO site. This role requires 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.

Ad hoc:

• May coordinate with government offices to process compliance or other operational compliance of the local sites.

Skills & Competencies:

• Education: Any graduate of a bachelor's degree
• Experience: Minimum of 5 years of call center operations experience, preferably with exposure to healthcare BPO, patient care coordination, or case management.
• At least 3 years of management experience in a BPO, healthcare 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).