Serve as the primary point of contact for the BPO partner, resolving issues and facilitating communication
Monitor BPO performance against KPIs and SLAs, sharing regular updates with the Operations Manager
Manage ticket escalations and day-to-day queue assignments within Zendesk
Participate in quality assurance reviews and call calibrations to ensure service excellence
Support special projects and engagement pilots by coordinating tasks and reporting progress
Maintain accurate process documentation, including SOPs and knowledge base articles
Act as a subject-matter expert on policies, workflows, and HIPAA-related guidelines
Requirements
5+ years of customer service or contact center experience, with at least 2 years in a supervisory, team lead, or senior agent role
Experience working with or managing a BPO, third-party vendor, or outsourced contact center
Background in healthcare or health insurance customer service
Proficiency in Zendesk, including managing tickets, queues, and workflows
Strong organizational and time management skills with a proven ability to execute established processes
Excellent written and verbal communication skills, with confidence coordinating across multiple teams
Bachelor’s degree or equivalent combination of education and experience
Additional Instructions
Serve as the primary point of contact for the BPO partner, resolving issues and facilitating communication
Monitor BPO performance against KPIs and SLAs, sharing regular updates with the Operations Manager
Manage ticket escalations and day-to-day queue assignments within Zendesk
Participate in quality assurance reviews and call calibrations to ensure service excellence
Support special projects and engagement pilots by coordinating tasks and reporting progress
Maintain accurate process documentation, including SOPs and knowledge base articles
Act as a subject-matter expert on policies, workflows, and HIPAA-related guidelines
Perks and Benefits
Competitive base salary between $50,000–$60,000, based on experience
Health, dental, and vision insurance
Paid time off and company holidays
Flexible hybrid work environment
Collaborative team culture with direct access to operations leadership
Exposure to HIPAA compliance and mission-driven healthcare operations
