Manager, BPO & Operations

What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn’t be Global Industry leaders today without all the individual contributions that bring our team together.

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JOB OVERVIEW: 

This position is responsible for end to end operational management of the overseas BPO calling program that supports insurance eligibility workflows with potential to expand into other areas. This role will be responsible for hiring, onboarding, training, production oversight, quality assurance, vendor governance, reporting, financial controls, and cross functional escalation relating to the BPO program. The role ensures consistent service level performance despite limited product/engineering enablement. 

KEY RESPONSIBILITIES:   

Program Management (People + Process) 

• Build and manage the overseas BPO program, including interviewing, hiring, onboarding, system setup (CXOne and Mango Voice), and maintaining training materials and SOPs. 

Eligibility Program Ownership 

• Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements. 

• Monitor upstream ticket quality, queue aging, and service level risk related to eligibility workflows. 

Daily Operational Management 

• Lead daily syncs to evaluate service levels, blockers, escalations, volume trends, and staffing alignment. 

• Provide real time operational and payer nuance support. 

• Monitor production counts and proactively identify dips or spikes. 
   

Production & Throughput 

• Diagnose throughput constraints such as call tree complexity, hold times, staffing mix, and process gaps. 

• Adjust operating procedures and staffing guidance to protect turnaround times. 

• Lower the overall cost per request by improving efficiency. 

Quality Assurance & Coaching 

• Conduct QA checks for agents and refine / scale QA process 

• Document quality outcomes and provide str