Operations Manager

Job Title: Operations Manager – US Healthcare Voice Process
Location: Thane
Experience: 8+ years of experience across BPO operations, with significant experience in US Healthcare Voice
Shift: Rotational/Night Shifts
Employment Type: Full-Time
Job Summary:
We are seeking a results-driven and experienced Operations Manager – US Healthcare Voice to lead and manage a 70–150 FTE operation in a BPO environment. The ideal candidate will be responsible for overall operational performance, client management, team leadership, service quality, and achievement of key metrics such as CSAT, AHT, FCR, Service Level, Quality, Productivity, Attrition, and Shrinkage, while ensuring a consistently high customer experience.
Key Responsibilities:
Manage end-to-end operations for a high-volume US Healthcare Voice process with 70–150 FTE.
Lead and manage multiple teams through Team Leaders/agents to achieve operational targets.
Own and drive key operational KPIs:
o CSAT (Customer Satisfaction Score) o AHT (Average Handling Time)
o FCR (First Call Resolution) o Service Level
o Quality Scores o Productivity
o Attendance and Adherence o Attrition and Shrinkage
Analyze operational performance and implement strategies to improve efficiency, productivity, and customer satisfaction.
Drive performance management through regular reviews, action plans, coaching, and continuous improvement initiatives.
Coach, mentor, and develop Team Leaders and team members to build leadership capability and a high-performing workforce.
Manage escalations and ensure timely resolution of customer and client issues.
Partner with Quality, Training, WFM, HR, and other support functions to address operational gaps.
Ensure adherence to process guidelines, SOPs, quality standards, and applicable US Healthcare compliance requirements.
Present daily/weekly/monthly performance reports, business reviews, and operational dashboards to senior management and clients.
Act as the primary operational point of contact for the client and manage day-to-day client relationships.
Identify process improvement opportunities and drive initiatives to improve productivity, quality, and overall customer experience.
Support manpower planning, hiring, ramp-up, and capacity requirements in line with business volumes.
Foster a performance-driven culture focused on accountability, employee engagement, people development, and retention.
Requirements:
Proven experience as an Operations Manager in a BPO/contact centre environment (Voice).
Strong experience in US Healthcare Voice operations is preferred.
Experience managing 70–150 FTE and multiple teams in a high-volume voice environment.
Strong client management and stakeholder management skills.
Demonstrated ability to coach, mentor, and develop people across the operation.
Excellent communication, leadership, analytical, and decision-making skills.
Ability to analyze operational reports and make data-driven decisions.
Ability to manage escalations, performance challenges, and high-volume operations effectively.
Flexible to work in US/night shifts, including weekends and holidays if required.
Preferred Qualifications:
Graduate in any discipline.
Strong exposure to client-facing operations and business reviews.
Knowledge of healthcare quality and compliance frameworks, including HIPAA, is an added advantage.
Exposure to continuous improvement frameworks/tools such as Six Sigma, COPC, Lean, etc. is an added advantage.

Work arrangement
No