Oversee daily claim workflows ensuring accuracy, timeliness and adherence to compliance requirements within Required SLAs.
Own team performance across CSAT, Quality, Productivity, Aging, and SLA, translating results into clear action plans.
Coach and develop team members through 1:1s, performance management and targeted development plans.
Conduct regular quality audits leveraging findings for targeted coaching and process refinement
Serve as the escalation lead for high-risk and executive-level customer issues.
Partner cross-functionally to resolve real-time system issues and workflow failures.
Provide clear, data-driven reporting and insights to leadership while fostering a high-ownership, customer-first, compliant culture.

Requirements

Minimum of 5 years experience in claims management, contact center operations, or BPO management
Experience managing remote agents
Experience managing both voice and written channels in contact center operations
Strong analytical skills with the ability to interpret data and make data-driven decisions
Excellent communication and interpersonal skills
Proficiency in data and reporting tools (e.g., Google Suite, Excel, Tableau)
Problem-solving mindset with a proactive approach to identifying and resolving issues
Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs
Self driven with a strong sense of urgency, able to prioritize and manage multiple tasks efficiently in a fast paced environment

Benefits

Competitive salary based on experience, with full medical and dental & vision benefits.
Stock in an early-stage startup growing quickly.
Generous, flexible paid time off policy.
401(k) with Financial Guidance from Morgan Stanley.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

claims managementcontact center operationsBPO managementdata analysisdata-driven decision makingperformance managementquality auditscoachingprocess refinementremote team management

Soft Skills

analytical skillscommunication skillsinterpersonal skillsproblem-solving mindsetproactive approachadaptabilityself-drivensense of urgencyprioritizationtime management