Senior Operations Manager - Healthcare

Own end-to-end delivery of business KPIs and client SLAs

Drive improvements in productivity, service levels, quality, conversion, customer experience, and efficiency

Lead performance reviews and action planning across multiple operations teams

Directly manage Operations Managers and indirectly lead Team Leaders and frontline associates

Provide coaching, performance management, and leadership development

Build a strong succession pipeline for future leadership roles

Partner with WFM, RTA, and Scheduling teams

Ensure staffing levels align with forecasted demand and client commitments

Monitor capacity utilization, shrinkage, overtime, and productivity

Act as a key operational contact for client stakeholders

Lead business reviews, operational updates, and escalation resolution

Ensure client expectations are met or exceeded consistently

Manage labor budgets and operational costs

Drive productivity and efficiency initiatives while maintaining quality

Support profitability targets through effective resource management

Drive engagement, retention, and culture initiatives

Ensure a positive employee experience and high leadership visibility

Address attrition, attendance, and performance risks proactively

Ensure adherence to client, regulatory, and company requirements

Oversee quality programs, audit preparedness, data privacy, and information security compliance

Mitigate operational risks and implement corrective actions

Lead process improvement initiatives

Utilize operational data and analytics to identify performance opportunities

Drive efficiency, automation, and best-practice adoption across teams

Requirements

Bachelor's degree in Business, Management, Communications, or a related field

8–12 years of BPO experience

3–5 years in a senior leadership capacity managing Operations Managers within a healthcare account or healthcare operations environment

Proven experience handling large-scale contact center operations

Demonstrated success managing service level, productivity and utilization, quality assurance, customer experience, workforce management, attrition and absenteeism, and operational risk management

Proven ability to lead multiple teams through Operations Managers

Experience building leadership pipelines and succession plans

Strong coaching, mentoring, and performance management capabilities

Experience engaging with client stakeholders and leading operational reviews and business discussions

Strong escalation management and problem-solving skills

Track record of maintaining high client satisfaction

Understanding of staffing economics and workforce planning

Experience managing labor costs and productivity targets

Ability to interpret operational and financial reports

Strong decision-making based on business metrics and trends

Advanced Excel and reporting skills

Ability to analyze dashboards, trends, and operational performance data

Experience driving process improvement initiatives

Knowledge of Lean, Six Sigma, Root Cause Analysis, or operational excellence frameworks highly preferred

Strong understanding of client requirements, audit readiness, and operational controls

Experience managing compliance, information security, and quality standards

Experience in healthcare, financial services, or other regulated industries

Core Competencies

Demonstrates expertise in managing large-scale contact center operations, driving productivity and efficiency initiatives, and ensuring compliance with client and regulatory requirements. Proven ability to lead teams, develop leadership pipelines, and utilize operational data for performance improvement.

Highest-signal resume keywords

BPO Experience

Operations Management

Process Improvement

Client Stakeholder Engagement

Performance Management

Hard Skills

Operational Risk Management

Workforce Management

Data Analysis

Lean Methodology

Six Sigma

Root Cause Analysis

Advanced Excel Skills

Quality Assurance

Staffing Economics

Labor Cost Management

Soft Skills

Coaching

Mentoring

Problem-Solving

Decision-Making

Team Leadership

Industry Keywords

Healthcare Operations

Regulated Industries

Client SLAs

Business KPIs

Audit Readiness

Tools & Technologies

Operational Analytics

Dashboards

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