Manager, Contact Center Operations

Heathos LLC

About The Position

The Manager, Contact Center Operations is responsible for leading contact center operations based in Panama that support U.S.-based healthcare clients. This role ensures high-quality service delivery, operational efficiency, and adherence to applicable U.S. healthcare regulations, client contractual obligations, and Panamanian legal requirements. The role oversees team performance, workforce planning, service metrics, quality assurance, and escalation management in a high-volume, highly regulated environment. This position requires strong bilingual leadership (English/Spanish) and the ability to manage operations aligned with U.S. healthcare standards while maintaining compliance with local employment and data privacy laws in Panama.

Requirements

Bachelor’s degree in Business Administration, Healthcare Administration, or a related field preferred.
Minimum of 5+ years of experience in contact center operations management, preferably in healthcare, insurance, TPA, or BPO environments.
Experience supporting U.S.-based operations strongly preferred, particularly in healthcare or regulated industries.
Strong knowledge of contact center metrics, workforce management, and performance optimization.
Demonstrated experience managing teams in a high-volume, fast-paced environment.
Fluency in English and Spanish (required).
Strong understanding of compliance, data privacy, and operational controls.
Experience working in environmentsrequiringHIPAA compliance and handling of PHI.
Proficiencywith CRM systems, telephony platforms, and reporting/analytics tools.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication and stakeholder management abilities.

Responsibilities

Oversee daily operations of the contact center, ensuring efficient handling of provider, member, client, and internal inquiries related toplans,members, agents, agencies,and general service support.
Handle and oversee claims center calls for internal and external partners related toclaims, eligibility, benefits, authorizations, andpayment services.
Monitor call volumes, service levels, and key performance indicators (KPIs), including Average Speed of Answer (ASA), Abandonment Rate, Handle Time, First Contact Resolution (FCR), and Quality Scores.
Ensure adherence to client service-level agreements (SLAs) and contractual performance standards.
Develop and implement strategies to improve operational efficiency, service quality, and customer experience.
Lead, coach, and developSupervisors,Trainers, and frontlineAgents to drive high performance and accountability.
Foster a culture of continuous improvement, compliance awareness, and customer service excellence.
Support employee engagement, retention, and development initiatives.
Manage workforce planning, scheduling, and staffing to align with business demand and service requirements.
Deliver training programs focused on U.S. healthcare processes, compliance requirements, and service delivery standards.
Ensure compliance with U.S. healthcare regulations, including HIPAA privacy and security requirements, and applicable CMS guidelines where relevant.
Oversee proper handling, storage, and protection of Protected Health Information (PHI)in accordance withU.S. regulatory standards.
Ensure adherence to Panamanian legal requirements, including: Panamanian Labor Code Caja de Seguro Social (CSS)obligations Law 81 of 2019 (Personal Data Protection)
Maintain quality assurance programs to ensure accuracy, consistency, and compliance with both client and regulatory expectations.
Partner with HR, Legal, Compliance, and Payroll teams to ensure proper employment practices and regulatory alignment.
Ensure audit readiness for internal reviews, client audits, and regulatory inquiries.
Oversee escalations and complex service issues, ensuringtimelyand effective resolution.
Partner with internal stakeholders and U.S.-based clients to address operational challenges and improve outcomes.
Analyze customer feedback, complaints, and service trends toidentifyimprovement opportunities.
Drive initiatives to improve customer satisfaction (CSAT) and reduce repeat contacts.
Collaborate with IT and business teams to enhance contact center systems, including CRM,CMS,telephony (ACD/IVR), workforce management, and reporting toolsas well as other technologiesidentifiedto support our partners.
Identifyopportunities to implement automation, self-service tools, and process improvements.
Streamline workflows to improve turnaround times (TATs), accuracy, and scalability.
Support implementation ofnew technologiesand operational enhancements.
Develop and present operational and performance reports toSeniorLeadership andotherstakeholders.
Monitor KPIs, service trends, staffing metrics, quality results, and compliance indicators.
Use data-driven insights to support decision-making, forecasting, and continuous improvement.
Ensure accountability for performance outcomes across teams.