The Role
Lead and coach operations leaders in a BPO healthcare/health insurance environment. Define role expectations, track KPIs, run performance and quality meetings, manage hiring/onboarding, resolve client escalations, and partner with L&D, Recruiting, and IT to improve tools and performance.
Summary Generated by Built In
Are you someone who excels at leading teams, analyzing performance, and driving results? Do you take pride in coaching leaders and ensuring operations meet the highest standards? If that sounds like you, we’d love to hear from you!
ClearSource is seeking a driven Operations Manager to lead team performance, strengthen leadership capabilities, and ensure alignment with internal and client expectations.
What you will do as an Operations Manager
What ClearSource Needs from You
What We Offer
ClearSource offers a competitive salary as well as opportunities for career growth and professional development. We have an inclusive culture that values diversity and the contributions our employees make to the organization’s success.
We also offer:
ClearSource is seeking a driven Operations Manager to lead team performance, strengthen leadership capabilities, and ensure alignment with internal and client expectations.
What you will do as an Operations Manager
- Define, refine, and communicate role expectations for all positions under management on a quarterly basis.
- Facilitate ClearSource leadership training for new leaders and reinforce the model consistently across all leaders.
- Develop and maintain highly visible KPI reports to track progress against program goals for both production and supervisory teams.
- Update the People Analyzer for all direct reports on a weekly basis.
- Lead a weekly team meeting with direct report leaders to:
- Review production performance and results.
- Conduct root cause analysis and drive issue resolution.
- Identify and promote recognition opportunities for strong performance.
- Conduct weekly one-on-one meetings with each direct report leader to:
- Review team performance using the People Analyzer.
- Ensure alignment on expectations and priorities.
- Evaluate and enhance job satisfaction.
- Provide weekly coaching sessions to each direct report leader, focusing on leadership development and adherence to coaching best practices.
- Oversee hiring and internal promotions by participating in interviews and/or evaluating recorded interview sessions.
- Facilitate weekly quality calibration meetings with clients and take ownership of resolving identified issues.
- Set clear expectations for support departments and monitor their performance against those standards.
- Evaluate the effectiveness of technology, tools, and systems, and communicate improvement opportunities to IT or clients as needed.
- Ensure onboarding and offboarding processes are properly executed in line with company standards.
- Assess training effectiveness and collaborate with the Learning and Development team to address skill and knowledge gaps.
- Provide feedback to the Recruiting team to improve candidate quality and selection processes.
- Review disciplinary actions to ensure consistency with leadership principles, company core values, and the code of conduct.
- Manage and resolve client requests and escalations promptly and effectively.
- Escalate critical issues with urgency, particularly those impacting operations, employee well-being, or client trust.
- Drive alignment to the company mission through ongoing communication, education, and engagement initiatives.
- Execute additional responsibilities as assigned.
What ClearSource Needs from You
- Strong English communication skills, both written and verbal
- Bachelor’s degree in any field
- Minimum of 4 years of leadership and people management experience
- At least 5 years of experience in the BPO industry
- Minimum of 3 years of experience as an Operations Manager
- Proven track record in managing Healthcare or Health Insurance lines of business
What We Offer
ClearSource offers a competitive salary as well as opportunities for career growth and professional development. We have an inclusive culture that values diversity and the contributions our employees make to the organization’s success.
We also offer:
- Competitive salary – Get paid for doing what you love!
- Medical and dental insurance (with free dependent coverage!).
- Group life insurance for peace of mind.
- Paid time off (PTO) – Because work-life balance matters.
- Outstanding career growth opportunities – Learn, advance, and develop your career.
- A fun, innovative, and energetic team culture – Be part of a company that values its employees
- Skills and leadership development to help you reach your full potential.
- Free meal for onsite employees
- Customer First – We are obsessed with delivering an exceptional customer experience.
- Personal Accountability – We do the right thing and own our actions.
- Humble Courage – We embrace feedback, seek growth, and push ourselves to improve.
- Hungry – We bring passion, energy, and drive to everything we do.
- Happy & Healthy – We believe in balance, well-being, and a positive workplace.
Skills Required
- Strong English communication skills, both written and verbal
- Bachelor's degree in any field
- Minimum of 4 years of leadership and people management experience
- At least 5 years of experience in the BPO industry
- Minimum of 3 years of experience as an Operations Manager
- Proven track record in managing Healthcare or Health Insurance lines of business
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The Company
What We Do
ClearSource at its core is a customer experience company. We help our partners optimize the customer journey from initial acquisition to throughout the lifecycle of each customer. Our mission is to drive customer loyalty and engagement by creating an exceptional experience at every touchpoint. Our services include outsourced customer care, technology including artificial intelligence/machine learning, and consulting services.
