Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish, enhance, and communicate role expectations for all positions under your management on a quarterly basis.

• Conduct leadership training for new leaders at ClearSource and ensure consistent application of the model across all leadership levels.

• Create and maintain highly visible KPI reports to monitor progress towards program objectives for both production and supervisory teams.

• Update the People Analyzer for all direct reports weekly.

• Lead a weekly team meeting with direct report leaders to: Review production performance and outcomes, Conduct root cause analysis and drive issue resolution, Identify and advocate for recognition opportunities for exceptional performance.

• Hold weekly one-on-one meetings with each direct report leader to: Review team performance using the People Analyzer, Ensure alignment on expectations and priorities, Assess and improve job satisfaction.

• Provide weekly coaching sessions for each direct report leader, concentrating on leadership development and adherence to coaching best practices.

• Oversee the hiring and promotion processes by participating in interviews and/or reviewing recorded interview sessions.

• Conduct weekly quality calibration meetings with clients and take responsibility for resolving identified issues.

• Set clear expectations for support departments and monitor their performance against those benchmarks.

• Assess the effectiveness of technology, tools, and systems, and communicate improvement suggestions to IT or clients as necessary.

• Ensure that onboarding and offboarding processes are executed according to company standards.

• Evaluate training effectiveness and work with the Learning and Development team to address skill and knowledge deficiencies.

• Provide constructive feedback to the Recruiting team to enhance candidate quality and selection processes.

• Review disciplinary actions to guarantee alignment with leadership principles, company core values, and the code of conduct.

• Manage and resolve client requests and escalations swiftly and efficiently.

• Escalate critical issues promptly, especially those affecting operations, employee well-being, or client trust.

• Promote alignment with the company mission through continuous communication, education, and engagement initiatives.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• Excellent English communication skills, both written and spoken.

• Bachelor’s degree in any discipline.

• At least 4 years of experience in leadership and people management.

• Minimum of 5 years in the BPO industry.

• At least 3 years of experience as an Operations Manager.

• Proven success in managing Healthcare or Health Insurance lines of business.

🏝️ Benefits

• Competitive salary – Get rewarded for doing what you enjoy!

• Medical and dental insurance (with complimentary dependent coverage!).

• Group life insurance for added peace of mind.

• Paid time off (PTO) – Because work-life balance is essential.

• Exceptional career growth opportunities – Learn, advance, and develop your career.

• A vibrant, innovative, and energetic team culture – Join a company that values its employees.

• Skills and leadership development to help you achieve your full potential.

• Complimentary meals for onsite employees.