Bpo Operations Manager

Summary

Join Oscar's Provider & Member Services team as a BPO Operations Manager! You'll oversee offshore vendors, ensuring positive member and provider experiences. This role is critical for MPSO, focusing on building strong partnerships and implementing best practices. You'll report to the Director and work in a blended work culture, with remote options available for those outside commuting distance of our NYC, Tempe, or LA offices. The role requires significant experience in production management, BPO, and vendor management. Competitive salary and benefits are offered, including performance bonuses, unlimited vacation, and comprehensive health and wellness benefits.

Requirements

• 4+ years of Production Management experience
• Experience in BPO or Call Center environments
• Experience with either vendor management or offshore partnerships
• 4+ years leading, coaching and developing direct reports in a large team fast paced environment
• 3+ years experience with using data and metrics to problem solve and drive root cause analysis

Responsibilities

• Utilize frameworks to intentionally develop and strengthen partnerships with BPO organizations to build sustainable relationships and BPO best practices
• Creating, tracking, and implementing best practices for Production Management to improve overall member and provider experience through daily queue management, production tracking, and scorecard adherence
• Take a proactive, forward-thinking and data-driven approach to identify concerns, inefficiencies, and operational improvement initiatives that drive desired cultural and operational outcomes
• Process improvement and change management
• Compliance with all applicable laws and regulations
• Other duties as assigned

Preferred Qualifications

• Call center experience
• Experience in healthcare
• Bachelor's degree
• Proficiency in Microsoft Office Suite
• Process Improvement or Lean Six Sigma training, certification
• Experience as a leader in a remote environment

Benefits

• Medical, dental, and vision benefits
• 11 paid holidays
• Paid sick time
• Paid parental leave
• 401(k) plan participation
• Life and disability insurance
• Paid wellness time and reimbursements
• Annual performance bonuses
• Oscar's unlimited vacation program