Operations Manager - Customer Service
New
L
LumimedsTelehealth
LATAM & USA, U.S. business hoursFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- Data AnalysisPeople ManagementOperations Management
Requirements
- 2+ years of experience in a BPO or call center environment managing inbound customer service or support operations.
- Proven track record of direct people management.
- Proven track record of meeting SLA, quality, and CSAT targets in a high-volume inbound phone, chat, or email environment.
- Experience in building or improving call center workflows, scripts, staffing, and scheduling to handle fluctuating inbound volume.
- Strong analytical skills, with the ability to use call center reporting and data for coaching and operational decisions.
- Excellent written and verbal communication skills in English.
- Comfort working in a fast-paced, evolving startup environment.
- Professional-level English communication.
- Availability to work U.S. business hours.
Responsibilities
- Own end-to-end performance of the Customer Service function, ensuring support coverage, quality, and SLAs align with company growth.
- Lead, coach, and develop the customer service team, including hiring, onboarding, and performance management of representatives and team leads.
- Design and continuously improve support workflows, escalation paths, staffing, and scheduling to enhance efficiency and reduce cost-to-serve.
- Act as the senior escalation point for complex or sensitive patient and customer issues, ensuring resolutions meet healthcare brand standards.
- Partner with Payments, Fraud, Fulfillment, and Pharmacy Operations to address billing, shipping, and order issues at their root.
- Translate recurring patient friction points into actionable feedback for Product, Clinical, and Compliance teams.
- Own key performance metrics — CSAT, response/resolution times, volume, and team productivity — and report progress to leadership.
- Build and maintain the operational foundation (tools, processes, documentation) that allows Customer Service to scale reliably.
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