Operations Manager (BPO/Onsite SAT)

Job description

Overview Opening for Operations Manager (BPO): Location: San Antonio ONSITE ONLY: Operation Hours: 7am - 8pm CST The Manager, Operations is accountable for translating Carenet’s service commitments into consistent, high-quality execution across frontline teams, including Care Coordinators, Leads, Patient Care Advisors, and Engagement Specialists. This role ensures operational performance, service quality, and workforce effectiveness while building an engaged, capable team that delivers a seamless member experience. - Must be amenable to shifting schedule and weekend shifts 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. - Foster employee growth through structured coaching, mentoring, training reinforcement, and ongoing performance feedback. - Ensure team members complete required training and remain cu...