Operations Manager (BPOOnsite SAT)

Opening for Operations Manager (BPO)

Location: San Antonio ONSITE ONLY

Operation Hours: 7am - 8pm CST

Must be amenable to shifting schedule and weekend shifts

The Manager Operations is accountable for translating Carenets service commitments into consistent high-quality execution across frontline teams including Care Coordinators Leads Patient Care Advisors and Engagement Specialists. This role ensures operational performance service quality and workforce effectiveness while building an engaged capable team that delivers a seamless member experience.

• Lead and manage daily performance of assigned frontline teams ensuring adherence to quality productivity and service standards.
• Conduct regular call monitoring audits and performance reviews; deliver timely coaching and corrective action plans to address performance gaps.
• Analyze key operational metrics and trends to identify risks improvement opportunities and root causes impacting service delivery.
• Foster employee growth through structured coaching mentoring training reinforcement and ongoing performance feedback.
• Ensure team members complete required training and remain current on processes tools and service expectations.
• Promote an inclusive respectful work environment by adapting leadership and communication styles to diverse backgrounds and working styles.
• Collaborate with cross-functional partners to identify escalate and resolve operational issues before they impact members or clients.
• Maintain readiness to respond to escalated issues and service needs across a 24/7 operating environment.
• Oversee hiring onboarding and ramp-up of new team members to ensure operational readiness and performance standards are met.
• Assess staffing needs and provide workforce planning and capacity recommendations to senior leadership.
• Contribute to process improvement initiatives that enhance efficiency quality and scalability of operations.

• Minimum of 5 years experience in a BPO or call center customer service environment with at least 3 years of leadership experience in operations management
• Experience in health insurance managed care or healthcare services strongly preferred.
• Bachelors degree in Business Administration Management Economics or a related field; or equivalent combination of education and a minimum of three (3) years of leadership experience in operations management
• Proven ability to coach develop and performance-manage teams in a fast-paced metrics-driven environment.
• Strong problem-solving and conflict-resolution skills with sound judgment under pressure.
• Excellent interpersonal and communication skills with the ability to influence and engage diverse audiences.
• Demonstrated ability to balance multiple priorities while maintaining operational excellence.
• Willingness to support a 24/7 service environment including flexibility to respond to escalations as needed.