Manager, BPO Call Center Operations
Share
Job Location:
American Fork, UT - USA
Monthly Salary:
$ 110000 - 135000
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
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.
What You Will Do
What You Will Have
What you get as a Henry Schein One Employee
Henry Schein Oneis the global leader in dental management analytics communication and marketing software. Our companys products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive diverse and inclusive workforce inclusive environments professional development opportunities and competitive compensation packages. We value innovation teamwork and encourage work-life balance.
One of many reasons why Henry Schein One leads the industry is because of our products services and most importantly our people.
In 2022 Henry Schein One was named one of Best Companies to Work for in Utah. Click here for more information:2022 Best Companies to Work For Henry Schein One
Henry Schein Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race color religion creed national origin ancestry disability that can be reasonably accommodated without undue hardship sex sexual orientation gender identity age citizenship marital or veteran status or any other legally protected status.
Unfortunately Henry Schein One is not currently hiring individuals residing in Alaska Delaware Hawaii Louisiana Nebraska North DakotaRhode IslandSouth DakotaVermont West Virginia Washington DC orPuerto Rico and other US Territories.
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.
What You Will Do
- 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
- Travel typically less than 10%
- Office environment with no special physical demands required
What You Will Have
- Bachelors 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
- Masters 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).
What you get as a Henry Schein One Employee
- 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 ParentalLeave Short Term Disability Income Protection Work Life Assistance Program Health Savings and Flexible Spending AccountsEducation Benefits Worldwide Scholarship Program Volunteer Opportunities and more
Henry Schein Oneis the global leader in dental management analytics communication and marketing software. Our companys products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive diverse and inclusive workforce inclusive environments professional development opportunities and competitive compensation packages. We value innovation teamwork and encourage work-life balance.
One of many reasons why Henry Schein One leads the industry is because of our products services and most importantly our people.
In 2022 Henry Schein One was named one of Best Companies to Work for in Utah. Click here for more information:2022 Best Companies to Work For Henry Schein One
Henry Schein Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race color religion creed national origin ancestry disability that can be reasonably accommodated without undue hardship sex sexual orientation gender identity age citizenship marital or veteran status or any other legally protected status.
Unfortunately Henry Schein One is not currently hiring individuals residing in Alaska Delaware Hawaii Louisiana Nebraska North DakotaRhode IslandSouth DakotaVermont West Virginia Washington DC orPuerto Rico and other US Territories.
Required Experience:
Manager
Key Skills
- B2B Sales
- Customer Service
- Communication skills
- Outbound Sales
- Account Management
- Upselling
- Customer Support
- Data Mining
- 3G
- Human Resources
- Internet Of Things
- 4G/LTE
About Company
Discover Henry Schein's dental software platform. Simplify workflows, enhance patient care, and streamline your practice with cutting-edge dental technology.
