The Senior Operations Manager will lead the operational performance and strategic development of our Call center campaigns within the US Healthcare sector, ensuring exceptional service delivery and client satisfaction. The role requires advanced analytical skills, experience with Zendesk, and a strong focus on campaign launch and management. This position is 100% on-site and will drive results and efficiency by managing team operations, evaluating performance metrics, and continuously improving processes.
QUALIFICATIONS:
• Bachelor's degree in a relevant field or equivalent experience
• Minimum 5 years of operations management experience in a BPO, specifically in US Healthcare
• Proficient in Zendesk platform for customer service and analytics
• Proven experience launching, managing, and optimizing campaigns
• Strong analytical skills with the ability to translate data into actionable insights
• Results-oriented with excellent problem-solving abilities
• Exceptional leadership and interpersonal skills
• Strong verbal and written communication skills
• Proficiency in MS Office and reporting tools
RESPONSIBILITIES:
• Oversee day-to-day operations for assigned healthcare campaigns, ensuring adherence to client service levels and quality standards
• Launch and manage new campaigns, including planning, execution, and ongoing optimization
• Leverage Zendesk to streamline processes, improve client interactions, and resolve escalations
• Set, track, and achieve operational KPIs, focusing on productivity, quality, and customer satisfaction
• Collaborate with cross-functional teams to develop and implement effective workflow and process improvements
• Monitor and analyze operational data to drive performance, identify trends, and recommend solutions
• Provide regular reporting to senior management, including insights on campaign performance, key metrics, and improvement areas
• Lead and develop a high-performing team, ensuring effective coaching, mentoring, and engagement
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