Full-Time

Call Center BPO Operations Senior Manager

Confirmed live in the last 24 hours

SmithRx

SmithRx

201-500 employees

Pharmacy benefits platform reducing drug costs

Data & Analytics

Senior

Plano, TX, USA

Required Skills
Management
Customer Service
Requirements
  • Bachelor’s degree in business administration or related experience
  • 8+ years experience managing call center operations and teams
  • 5+ years experience managing call center vendors
  • Experience establishing and managing vendors with onshore and offshore operations
  • Knowledge of customer service vendor management best practices
  • Experience in the healthcare industry is a plus
Responsibilities
  • Manage relationships between SmithRx and its vendor partners
  • Set up BPO support partners for success and drive excellence in CSAT, productivity, and other key call center support metrics
  • Provide constant vigilance to ensure that the vendor is executing services as outlined in the vendor contracts
  • Manage initial enablement/training, outline SmithRx processes, and drive appropriate headcount capacity modeling
  • Partner with internal stakeholders to outline and execute the member support global strategy
  • Ensure SmithRx standard operating procedures, policies, processes, and workflows are executed consistently with captive call centers
  • Evaluate vendor performance guarantees and make recommendations for improvement through KPI management and gap analysis
  • Communicate recurring workforce needs and ensure execution of staffing requirements
  • Collaborate with internal stakeholders to ensure successful management of vendor operations
  • Perform weekly key performance metrics calibration with vendor partners
  • Act as the primary point of contact to timely resolve all vendor-related issues and escalations
  • Present analyses, reporting, and corrective actions needed on vendor’s performance gaps to executive management
  • Ensure vendor(s) are meeting Company’s security requirements and maintain contingency plans
  • Respond to breaches of contract, service disruptions, etc
  • Manage vendor invoicing, ensuring accuracy
  • Communicate vendor needs with internal teams
  • Empower vendor(s) to make recommendations improving client processes

SmithRx is revolutionizing pharmacy benefits with its Drug Acquisition Platform (DAP), leveraging innovative sourcing pathways and agile 21st-century technology to drive down drug costs for self-insured employers. The DAP operates independently from insurance companies and pharmacies, ensuring 100% alignment with customers and reducing the complexity and cost of pharmacy benefits for America's employers and patients.

Company Stage

Series C

Total Funding

$98.7M

Headquarters

San Francisco, California

Founded

2016

Growth & Insights
Headcount

6 month growth

14%

1 year growth

64%

2 year growth

320%