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Key Responsibilities:
- Lead and manage daily performance of assigned frontline teams, ensuring adherence to quality, productivity, and service standards.
- Conduct regular call monitoring, audits, and performance reviews; deliver timely coaching and corrective action plans to address performance gaps.
- Analyze key operational metrics and trends to identify risks, improvement opportunities, and root causes impacting service delivery.
Qualifications:
- Minimum of 5 years’ experience in a BPO or call center customer service environment with at least 3 years of leadership experience in operations management.
- Experience in health insurance, managed care, or healthcare services strongly preferred.
- Bachelor’s degree in Business Administration, Management, Economics or a related field.
Work Environment:
- Operation Hours: 10am - 7pm; 8am-5pm CST; must be amenable to shifting schedule and weekend shifts.
- Willingness to support a 24/7 service environment, including flexibility to respond to escalations as needed.
Carenet Health
Carenet Health is a healthcare services company that provides patient engagement and care coordination solutions. The company operates with a focus on delivering a seamless member experience through its BPO operations, though specific size and culture details are not provided.