**Job Summary**: - Work full Onsite - Medellín, El Poblado **Key Responsibilities**: - Assist the Operations Manager in managing day-to-day operations to ensure smooth workflow and service delivery. - Monitor and analyze key performance indicators (KPIs) and implement strategies to optimize productivity and quality. - Ensure compliance with healthcare industry regulations such as HIPAA and other relevant guidelines. - Lead, mentor, and develop a team of supervisors and agents to achieve operational excellence. - Handle escalations, resolve customer complaints, and ensure high levels of client satisfaction. - Collaborate with cross-functional teams to streamline processes and improve efficiency. - Implement training programs and performance improvement plans for employees. - Manage workforce planning, scheduling, and resource allocation effectively. - Drive continuous improvement initiatives and innovation to enhance service quality. - Generate reports and present insights to senior management on operational performance. **Qualifications & Experience**: - Minimum of **3-5 years** of experience in the **BPO sector, specifically in healthcare outsourcing**. - Proven leadership and people management skills in a fast-paced environment. - Experience in managing US healthcare clients. - Strong understanding of healthcare processes, medical billing, coding, and compliance. - Excellent analytical, problem-solving, and decision-making abilities. - Proficiency in MS Office and BPO-related software. - Strong communication and interpersonal skills. - Ability to work in a dynamic and target-driven environment. - Familiarity with CRM tools and workforce management systems.