Call Center Operations Manager

Responsibilities

• Translates Carenet’s service commitments into consistent, high-quality execution across frontline teams.
• Ensures operational performance, service quality, and workforce effectiveness.
• Builds an engaged, capable team that delivers a seamless member experience.
• Drives performance discipline, coaching excellence, and continuous improvement.
• Proactively addresses risks and operational challenges before they impact members, clients, or partners.
• Partners closely with cross-functional stakeholders to optimize staffing, improve processes, and sustain 24/7 service reliability.

Qualifications

• Minimum of 5 years of experience in a BPO or call center customer service environment.
• Experience fostering employee engagement and a positive workplace culture.
• Experience in health insurance and managed care is preferred.
• Minimum of 3 years of managerial experience leading customer service teams.
• Strong leadership, coaching, and performance management skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced, high-pressure environment with a commitment to operational excellence.
• Strong interpersonal and communication skills, with the ability to adapt to diverse audiences.
• Willingness to work a flexible schedule, including responding to service needs 24/7 as required.