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Responsibilities:
- Lead daily performance of frontline teams, ensuring quality, productivity, and service standards
- Conduct audits, call monitoring, and performance reviews with coaching and action plans
- Analyze operational metrics to identify risks, root causes, and improvement opportunities
Qualifications:
- Bachelor’s degree in Business Administration, Management, Economics, or a related field
- At least 5 years of experience in a BPO or call center customer service setting , with at least 3 years in operations leadership, preferably within healthcare, health insurance, or managed care
- Proven track record of leading, coaching, and managing team performance in a fast-paced, metrics-driven environment
Carenet Health
Carenet Health delivers seamless member experiences through frontline teams. They are committed to creating an inclusive environment for all employees.