Operations Manager

2 weeks ago

Montreal, Canada ContactPoint360 Full time

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Position Overview

The Operations Manager will lead and optimize the day-to-day operations of the Customer Service department within the healthcare industry, ensuring seamless delivery of services and adherence to industry standards. This role focuses on quality assurance, operational efficiency, and team development while maintaining a strong customer-first culture.

With over five years of experience in operations management and a background in quality and training, the Operations Manager will oversee strategic planning, process improvement, and resource allocation. They will collaborate with cross-functional teams to enhance service delivery, manage escalated issues, and ensure compliance with healthcare regulations and company policies.

Essential Duties
  • Oversee daily operations of the Customer Service department, ensuring smooth workflows and alignment with organizational goals.
  • Develop and implement strategies to improve efficiency, reduce costs, and enhance service delivery.
  • Monitor and report on key performance indicators (KPIs) to track operational success and identify areas for improvement.
  • Ensure compliance with healthcare regulations, billing practices, and company policies.
  • Establish and oversee quality assurance (QA) programs to ensure consistent, high-quality customer interactions.
  • Conduct regular audits of processes and customer interactions to uphold quality standards.
  • Analyze trends and feedback to identify areas for improvement and implement corrective actions.
  • Collaborate with cross-functional teams to create solutions that improve service quality and efficiency.
  • Design and implement training programs to enhance team performance and ensure compliance with industry standards.
  • Regularly update training content to reflect new policies, technologies, and best practices in the healthcare industry.
  • Conduct workshops, coaching sessions, and onboarding for new hires, ensuring a seamless integration into the team.
  • Measure the effectiveness of training programs and adjust them to address evolving needs and gaps.
  • Lead, mentor, and develop a high-performing team, fostering a collaborative and innovative work environment.
  • Conduct regular performance evaluations, providing constructive feedback and setting clear goals for team members.
  • Manage scheduling and workloads to ensure adequate coverage and productivity.
  • Promote a culture of accountability, integrity, and excellence within the team.
  • Handle and resolve escalated customer concerns with professionalism and urgency.
  • Develop and implement strategies to improve customer satisfaction and retention rates.
  • Act as a customer advocate by communicating their needs and concerns to internal departments.
  • Identify operational bottlenecks and implement solutions to streamline workflows.
  • Leverage technology and tools to enhance efficiency and accuracy in service delivery.
  • Stay informed about industry trends and incorporate best practices into operations.
Minimum Qualifications
  • Bachelor’s degree in business administration, healthcare management, or a related field, or equivalent experience.
  • Proven experience in developing and delivering training programs.
  • Strong understanding of healthcare customer service, billing, and compliance requirements.
  • Demonstrated ability to manage teams and complex operations effectively.
  • Exceptional organizational, communication, and leadership skills.
  • Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
  • Clinical or medical background.
  • 5+ years of experience in operations management, with a focus on quality assurance and training, within the healthcare, lab, or pharmaceutical industries.
  • Experience in European healthcare billing and reimbursement processes.
  • Familiarity with developing Standard Operating Procedures (SOPs).
  • Fluency in English, and French is a must.
  • Proficiency in Microsoft Office Suite and CRM tools (e.g., Salesforce).
  • No disqualifications for employment in the US (or nay other jurisdiction outside the US) lab industry as determined by the Federal Government.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

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