Contact Center Operations Manager
Kareo, Inc
Heredia, Costa Rica
hace 6 días

What We Need

The Operations Manager is responsible for running the day-to-day for Customer Success and back office support operations at Kareo’s Costa Rica location.

Kareo, a California based SaaS SMB supporting 50,000+ providers is currently transforming to be one of the largest medical billing software companies for direct practices in the U.

S. This is an exciting time to join Kareo as we are looking to transform our Customer Success organization, especially our call centers, to help differentiate us as the premier service leaders in the industry!

We are looking for someone who has strong call center background, including working with call center IVR / WFM technology, along with Salesforce CTI.

This person should have a demonstrated track record for operational excellence by leading with influence and driving a performance-based culture.

We need someone who is passionate about the customer and can effectively lead the organization through ongoing change as we evolve and scale in the marketplace.

Your Area of Focus

  • Oversee all Direct Practice inbound support channels at our Costa Rica Location including phone, email and chat
  • Partner effectively and work towards common objectives with all Customer Success functions / peers, including WFM, CX Management, Reporting, Technology Enablement, Revenue Enablement, Premium Support and Onboarding
  • Develop high performing teams by diagnosing, understanding and facilitating team dynamics.
  • Ensure all operational programs, infrastructure, staffing and training is achieved consistently.
  • Ensure the team follows all SOPs and internal company policies and take appropriate action in the event of non-compliance.
  • Supervise, coach, motivate, and develop the Supervisors.
  • Partner and collaborate with 3rd parties and other departments to improve the client experience.
  • Drive process improvement initiatives with cross functional partners to improve the experience, remove customer pain points, or drive call center profitability.
  • Drive achievement of corporate and department goals and objectives.
  • Adapt, communicate and implement changes and follow through to completion.
  • Your Qualifications

  • 5+ years of experience managing medium to large size call centers.
  • Well-developed oral and written communication skills in English (C1 native level).
  • University Degree preferred.
  • Decision-maker that exercises a good sense of judgement and problem-solving.
  • Proven ability to lead and motivate high-performing teams.
  • Proactive leader with the ability to influence and implement change.
  • Proven track record of process improvement
  • Performance management experience is critical
  • Ability to adapt quickly to ever-changing priorities without losing sight of the big picture.
  • Experience in a fast-growing SaaS tech company is preferred.
  • Healthcare industry experience considered a plus.
  • Six Sigma experience a plus
  • Your Characteristics

  • Be Passionately Driven : We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare.
  • We hold ourselves to the highest standards. And we work with urgency because what we do matters.

  • Dedicated to Customer Success : Helping our customers succeed directs every action we take. We’re committed to helping their practices run smoother so their patients can thrive.
  • We are solution-oriented and aligned with their needs.

  • Together We’re Better : Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
  • Constant Growth : We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry.
  • We are creative problem solvers that believe in making things better.

    Kareo is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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