Call Center Operations Manager

Overview

The Manager, Operations is accountable for translating Carenet's 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.

As a frontline people leader, the Manager, Operations drives performance discipline, coaching excellence, and continuous improvement, proactively addressing risks and operational challenges before they impact members, clients, or partners. This role partners closely with cross-functional stakeholders to optimize staffing, improve processes, and sustain 24/7 service reliability.

Responsibilities

• How will Success in this Role be Measured?
• Service Quality & ProductivityTeams consistently meet or exceed defined quality, productivity, and service-level targets as validated through audits, monitoring, and performance metrics.
• Team Performance & DevelopmentMeasurable improvement in individual and team performance through effective coaching, corrective action, training completion, and talent development.
• Member ExperienceReduced escalations, timely resolution of issues, and positive member feedback driven by proactive oversight and problem-solving.
• Operational Stability & ResponsivenessEffective handling of 24/7 service needs, including rapid response to escalations and minimal disruption to service delivery.
• Workforce EffectivenessAppropriate staffing levels, reduced performance gaps, and informed workforce planning recommendations aligned to demand and capacity.
• Collaboration & Continuous ImprovementStrong partnership with internal teams resulting in resolved operational issues, improved workflows, and increased efficiency.

Sample Activities to Deliver the Goals

• 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.

Qualifications

• Minimum of 5 years of experience in a BPO or call center customer service environment.
• Experience fostering employee engagement and a positive workplace culture, including organizing team-building initiatives and maintaining morale during periods of change or high workload.
• Experience in health insurance and managed care is preferred.
• Minimum of 3 years of managerial experience leading customer service teams.
• Strong leadership, coaching, and performance management skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced, high-pressure environment with a commitment to operational excellence.
• Strong interpersonal and communication skills, with the ability to adapt to diverse audiences.
• Willingness to work a flexible schedule, including responding to service needs 24/7 as required.