Senior Manager, BPO Call Center Operations

Summary

Join Henry Schein One as a Sr Manager, Customer Support and Operations, and lead the expansion of a call center in the Philippines. This role requires a proven track record in team leadership, operational excellence, and product optimization. You will be responsible for recruiting, training, and managing a high-performing call center team, establishing performance metrics, and implementing quality assurance processes. You will also collaborate with product and engineering teams to ensure the internally built product meets evolving business needs and work closely with customer success, sales, and product teams to ensure alignment. This position is remote within the United States and offers a competitive compensation package, including medical, dental, and vision coverage, a 401K plan with company match, paid time off, sick leave, paid parental leave, and more.

Requirements

• 10+ years of experience in customer operations or call center management, preferably with offshore teams and BPOs
• Proven track record in scaling remote customer service teams and enhancing operational efficiencies
• Expert in performance management, QA processes, workforce planning, and data-driven decision-making
• Proficiency with CRM platforms (i.e. Salesforce or similar) and experience collaborating with product and engineering teams
• Outstanding communication, presentation, and negotiation skills
• Strategic planning and project management expertise, with ability to drive complex initiatives
• Demonstrated ability to manage internal and external relationships, build connections, navigate organizational complexities, and influence stakeholders effectively

Responsibilities

• Recruit, train, and manage a high-performing call center team in the Philippines
• Conduct regular coaching, training, and professional development for team members
• Maintain a strong candidate pipeline for future hiring needs
• Establish performance metrics and implement quality assurance processes
• Implement incentive structures to drive productivity and maintain high service levels
• Develop and maintain scheduling, reporting, and compensation structures
• Monitor key performance indicators (KPIs) and implement continuous improvements
• Manage and optimize workflows to enhance operational efficiency
• Collaborate with product and engineering teams to ensure the internally built product meets evolving business needs
• Work closely with customer success, sales, and product teams to ensure alignment
• Identify and implement process improvements that drive efficiency and reduce costs
• Conduct quality assurance checks to align product functionality with business objectives
• Regularly review customer interactions and provide insights to enhance product features
• Conduct quality assurance checks to ensure product functionality aligns with business objectives
• Provide weekly and monthly reports on operational metrics, performance insights, and product improvement recommendations
• Conduct regular meetings with leadership to align on business objectives and strategic priorities

Preferred Qualifications

• Bachelor’s Degree in a related field
• Background in dental coding and insurance preferred

Benefits

• A great place to work with fantastic people
• A career in the healthcare technology industry, with the ability to grow and realize your full potential
• Competitive compensation
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more