The After hours Manager of Operations is responsible for overseeing the performance, productivity, and quality of assigned Care Coordinators, Leads, Patient Care Advisors, and Engagement Specialists. This role ensures that team members meet service, quality, and productivity standards, while also fostering employee development, engagement, and operational efficiency. The Operations Manager collaborates with internal stakeholders to resolve issues proactively and ensures seamless member experience.

How will Success in this Role be Measured?

1. Service Quality & Productivity
   Teams consistently meet or exceed defined quality, productivity, and service-level targets as validated through audits, monitoring, and performance metrics.
2. Team Performance & Development
   Measurable improvement in individual and team performance through effective coaching, corrective action, training completion, and talent development.
3. Member Experience
   Reduced escalations, timely resolution of issues, and positive member feedback driven by proactive oversight and problem-solving.
4. Operational Stability & Responsiveness
   Effective handling of 24/7 service needs, including rapid response to escalations and minimal disruption to service delivery.
5. Workforce Effectiveness
   Appropriate staffing levels, reduced performance gaps, and informed workforce planning recommendations aligned to demand and capacity.
6. Collaboration & Continuous Improvement
   Strong partnership with internal teams resulting in resolved operational issues, improved workflows, and increased efficiency.

Sample Activities to Deliver the Goals

1. Lead and manage daily performance of assigned frontline teams, ensuring adherence to quality, productivity, and service standards.
2. Perform leadership and operational oversight responsibilities during the designated after-hours shift (7:00 PM–7:00 AM) to ensure continuity of service and decision-making support.
3. Conduct regular call monitoring, audits, and performance reviews; deliver timely coaching and corrective action plans to address performance gaps.
4. Analyze key operational metrics and trends to identify risks, improvement opportunities, and root causes impacting service delivery.
5. Foster employee growth through structured coaching, mentoring, training reinforcement, and ongoing performance feedback.
6. Ensure team members complete required training and remain current on processes, tools, and service expectations.
7. Promote an inclusive, respectful work environment by adapting leadership and communication styles to diverse backgrounds and working styles.
8. Collaborate with cross-functional partners to identify, escalate, and resolve operational issues before they impact members or clients.
9. Maintain readiness to respond to escalated issues and service needs across a 24/7 operating environment.
10. Oversee hiring, onboarding, and ramp-up of new team members to ensure operational readiness and performance standards are met.
11. Assess staffing needs and provide workforce planning and capacity recommendations to senior leadership.
12. Contribute to process improvement initiatives that enhance efficiency, quality, and scalability of operations.

1. Minimum of 5 years’ experience in a BPO or call center customer service environment.
2. Experience in health insurance, managed care, or healthcare services strongly preferred.
3. Minimum of 3 years’ experience in a people-management role leading customer service or operational teams.
4. Willingness and ability to work a designated after-hours schedule (7:00 PM–7:00 AM) on a regular basis.
5. Proven ability to coach, develop, and performance-manage teams in a fast-paced, metrics-driven environment.
6. Strong problem-solving and conflict-resolution skills, with sound judgment under pressure.
7. Excellent interpersonal and communication skills, with the ability to influence and engage diverse audiences.
8. Demonstrated ability to balance multiple priorities while maintaining operational excellence.
9. Willingness to support a 24/7 service environment, including flexibility to respond to escalations as needed.