Manager, BPO – Operations
Henry Schein
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Build and manage the overseas BPO program, including interviewing, hiring, onboarding, system setup (CXOne and Mango Voice), and maintaining training materials and SOPs.
- Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements.
- Lead daily syncs to evaluate service levels, blockers, escalations, volume trends, and staffing alignment.
- Monitor upstream ticket quality, queue aging, and service level risk related to eligibility workflows.
- Diagnose throughput constraints such as call tree complexity, hold times, staffing mix, and process gaps.
- Conduct QA checks for agents and refine / scale QA process.
Requirements
- Proven experience managing offshore teams in a high-volume operational environment
- Strong operational leadership skills, including hiring, onboarding, training, and performance management
- Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy
- Hands-on experience with daily production oversight, service levels, throughput, and quality metrics
- Ability to diagnose workflow constraints and improve efficiency, accuracy, and turnaround times
- Experience conducting quality assurance, delivering structured feedback, and maintaining calibration
- Ability to partner cross-functionally with Product, Engineering, BI, and Support teams
- Strong analytical skills with experience using operational metrics, reports, and dashboards
- Excellent communication skills and ability to manage escalations with customers, partners, and internal teams
- Demonstrated ability to build and maintain SOPs, training materials, and operational processes
Benefits
- Medical, Dental and Vision Coverage
- 401K Plan with Company Match
- Paid Time Off (PTO)
- Paid Parental Leave
- Short Term Disability
- Work Life Assistance Program
- Health Savings and Flexible Spending Accounts
- Education Benefits
- Worldwide Scholarship Program
- Volunteer Opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
BPO managementoperational metricsquality assuranceprocess improvementtraining developmentperformance managementworkflow diagnosisservice level managementSOP developmentticket quality monitoring
Soft Skills
operational leadershipanalytical skillscommunication skillscross-functional collaborationproblem-solvingfeedback deliveryescalation managementteam managementtraining facilitationprocess refinement