- Manage BPO vendor performance and day-to-day Care operations, including monitoring queue performance, SLA adherence, occupancy, and staffing levels.
- Manage vendor relationships through regular performance reviews, scorecard reporting, and structured feedback loops.
- Coordinate with Workforce Management on scheduling, intraday adjustments, and capacity planning.
- Administer and maintain Care systems - including Salesforce, telephony platforms, and contact center tooling.
- Lead or contribute to operational projects, including platform migrations, new client launches, outbound campaigns, and process improvement initiatives.
- Own learning, development, and knowledge management for the Care organization, building and maintaining new hire onboarding curriculum.
- Develop and maintain training materials: job aids, call flow scripts, huddle guides, SOPs, and e-learning modules.
- Own and continuously improve the Care knowledge base, ensuring content stays accurate, accessible, and current.
- Drive quality, performance, and data-informed continuous improvement by analyzing performance data.
- Build and maintain operational reporting, including BPO scorecards, Care dashboards, and ad hoc analysis.
- Collaborate with QA and BPO teams to design calibration sessions, coaching frameworks, and reinforcement learning programs.
- Enable a technology-forward, scalable Care operations by owning system administration and operational configuration.
- Leverage learning platforms and knowledge management systems (e.g., EasyGenerator or similar) to build scalable content infrastructure.
- Identify opportunities to leverage AI, automation, and emerging tools to reduce friction in Care workflows.
- Serve as a capable, credible operational presence for internal stakeholders and health plan clients.
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