Manager, BPO Call Center Operations

Henry Schein One • American Fork, UT

20h • $110,000 - $135,000 • Remote

About The Position

This position will be remote within the United States Job Summary The Manager, BPO & Operations leads the end-to-end strategy and execution of the offshore BPO calling program supporting insurance eligibility workflows, with the potential to expand into additional operational areas. The Manager oversees the full operational lifecycle and ensures consistent service levels and operational performance despite limited product and engineering enablement.

Requirements

• Bachelor’s degree in a related discipline
• 10+ years of progressively responsible professional experience, including 3+ years of people management experience
• Proven experience managing offshore teams in high-volume operations, including production oversight, service levels, throughput, quality metrics, and building/maintaining operational processes, training programs, and SOPs
• Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy
• Proven ability to influence, problem-solve, and lead virtual or distributed teams
• Skilled in diagnosing workflow constraints and improving efficiency, accuracy, and turnaround times
• Experience conducting quality assurance and providing structured feedback
• Strong analytical skills, including using metrics, reports, and dashboards to drive decisions
• Excellent communication and collaboration skills, including cross-functional partnership and escalation management
• Ability to plan and manage complex projects and initiatives

Nice To Haves

• Master’s degree
• Familiarity with insurance eligibility workflows, payer requirements, or dental/medical RCM
• Experience with CXOne, Mango Voice, or similar contact center systems
• Knowledge of BI tools such as Domo, Power BI, or Tableau, and experience building interim reports or operational dashboards
• Background in improving cross-functional processes aligned with product capabilities
• Experience reducing operational cost-per-request or implementing automation within BPO workflows
• Experience supporting customer audits or partner reviews
• Familiarity with ticketing or CRM platforms (e.g., Salesforce, Jira).

Responsibilities

• Program Management (People & Process) Build and manage the overseas BPO program, including hiring, onboarding, system setup (CXOne, Mango Voice), and maintaining training materials and SOPs
• Ensure the team is properly staffed, trained, and aligned with operational goals.
• Eligibility Program Ownership Manage and refine processes for efficiency, accuracy, and compliance
• Monitor ticket quality, queue aging, and service level risks
• Daily Operational Management Lead daily syncs to review service levels, blockers, escalations, volume trends, and staffing
• Provide real-time operational and payer nuance support
• Track operational metrics and proactively address dips, spikes, or potential risks
• Production & Throughput Diagnose throughput constraints, including call tree complexity, hold times, staffing mix, and process gaps
• Adjust procedures and staffing to maintain turnaround times and protect service levels
• Improve operational efficiency to reduce overall cost per request
• Quality Assurance & Coaching Conduct QA checks for agents, refine and scale QA processes
• Document outcomes and provide structured feedback and coaching
• Vendor Governance & Financial Controls Manage BPO/EOR vendor performance, staffing, compliance, and billing
• Approve hours, bonuses, staffing updates, and review invoices
• Maintain discrepancy management and preventive controls
• Cross Functional Partnership Provide feedback and upgrade requests to Product leadership and collaborate with Engineering and BI to improve reporting, tooling, and operational alignment
• Build interim manual reports when dashboards are unavailable
• Customer & Partner Engagement Prepare partner-specific data and support audits/reviews
• Work with customers and partners to resolve high-impact issues, clarify operations, and ensure expectations are met
• Operational Health Monitoring Track queue health, ticket quality, staffing coverage, and productivity metrics
• Support escalations, including payer outliers and office-specific issues
• Oversee daily operational load across production, training, QA, invoicing, and updates

Benefits

• A great place to work with fantastic people
• A career in the healthcare technology industry, with the ability to grow and realize your full potential
• Competitive compensation
• Excellent benefits package – Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager