Job description
Career Point Management Consultancy is seeking an experienced Operations Manager to lead a HIPAA compliant healthcare BPO account in Cebu City. In this role, you will oversee daily operations, drive workforce planning, and partner with U.S. clients and executives to ensure exceptional service delivery.
As a strategic leader and hands-on operator, you will optimize processes, analyze performance data, and implement scalable solutions that support growth in a dynamic contact center environment. Your responsibilities will include governance of quality assurance programs, adherence to HIPAA and data privacy standards, and continuous improvement initiatives that elevate patient care and client satisfaction.
The ideal candidate combines healthcare and BPO operations experience with strong analytical acumen, exceptional communication, and a proven track record of delivering results in U.S.-based client environments. This full-time opportunity offers a competitive salary and clear pathways for career advancement within our client ecosystem.
Responsibility
- Lead daily operations of the healthcare BPO account, ensuring service levels, quality metrics, and HIPAA compliance.
- Develop and execute workforce planning strategies, forecasting call volumes, staffing, and shift optimization.
- Align service delivery with client objectives by partnering with US clients and executives on performance targets and governance.
- Drive data-driven performance improvement by analyzing key metrics, identifying trends, and implementing corrective actions.
- Oversee HIPAA compliance and data privacy programs, including security controls, risk assessments, and incident response readiness.
- Optimize processes and call center workflows, including QA programs, training, and knowledge management.
- Lead budget management, cost control, vendor relationships, and resource allocation to maximize efficiency and quality.
Qualification
- Bachelor's degree in Business, Operations Management, Healthcare Administration or a related field.
- Minimum 5 years of experience in BPO operations management, preferably with healthcare or HIPAA-sensitive accounts.
- Proven leadership of large-scale contact centers with US client exposure and cross-functional teams.
- Strong analytical and data visualization skills; proficiency with Excel, BI tools; knowledge of SQL is a plus.
- In-depth knowledge of HIPAA, data privacy standards, and information security controls.
- Excellent communication, negotiation, and stakeholder management, with fluency in English.
- Experience with process improvement methodologies such as Lean or Six Sigma and budget management.