Operations Manager (Contact Center - Healthcare)

Role Purpose

Lead the delivery and coordination of medical, security, and travel assistance services for clients. Ensure high-quality, cost-effective case management aligned with policy coverage while collaborating with global operations, medical teams, and service providers.

Key Responsibilities

Operations & Service Delivery

• Oversee end-to-end assistance services delivery across the platform
• Provide case management direction and ensure quality assurance
• Act as escalation point for complex cases and operational issues
• Ensure cost-effective solutions and adherence to standard operating procedures
• Maintain high customer service standards

Team Leadership

• Lead, coach, and develop Operations Coordinators
• Manage staffing, recruitment, performance, and retention
• Ensure effective communication between operations and medical teams
• Support a 24/7 operational environment (including on-call duties)

Performance & Quality

• Monitor KPIs (e.g., service quality, NPS, operational metrics)
• Drive service recovery and continuous improvement initiatives
• Handle complaints, escalations, and root cause analysis
• Ensure accuracy of data for case management, billing, and reporting
• Implement training and quality assurance processes

Skills & Competencies

• Strong leadership and decision-making ability
• Excellent planning, organization, and problem-solving skills
• Ability to work under pressure in a fast-paced environment
• Strong stakeholder management and communication skills
• Customer-focused with a results-driven mindset

Experience & Qualifications

• ~5 years’ experience in operations (healthcare, logistics, or similar)
• Experience managing teams in a 24/7 environment
• On-call operational experience preferred
• Tertiary qualification preferred

Languages

• Fluent English (required)
• Additional languages (e.g., Arabic, Russian) are an advantage