Location: Remote (LATAM / CEE preferred)
Salary Range: 3000 – 4500 USD/month
Work Schedule: Monday - Thursday, 8:00 AM to 6:00 PM (EST)
NOTE: INDEPENDENT CONTRACTOR POSITION
Company Overview:
Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals.
About the Company:
Sagan represents a fast-growing US-based company in the insurance and financial services space. The team is founder-led, service-oriented, and deeply committed to delivering outstanding experiences to their clients. They are looking for a high-performing support specialist who can streamline client operations and protect the founder’s time by owning key workflows and communication channels.
Position Overview:
We’re looking for an experienced Contact Center Operations Manager to lead and stabilize an offshore healthcare contact center supporting patient access and scheduling. This role owns performance, quality, and daily operations for a team of approximately 10 agents, with plans to scale.
This is a hands-on leadership role with real accountability. You’ll run the operation, improve service levels and quality, coach the team, and ensure leadership has clear visibility into performance.
Key Responsibilities:
Own day-to-day operations of the offshore contact center, including staffing, queues, and coverage.
Manage, coach, and performance-manage agents and team leads.
Build, document, and maintain SOPs, call scripts, and quality standards using Microsoft 365 or Google Workspace.
Lead onboarding, training, and ramp-up for new hires.
Monitor and report on key contact center metrics (service levels, QA scores, productivity, repeat calls).
Create and maintain operational dashboards using Excel or Google Sheets.
Review call recordings and QA data to drive coaching and performance improvement.
Identify root causes of repeat issues and implement process improvements.
Manage transitions and cutovers during workflow, staffing, or process changes.
Partner with U.S.-based operations and billing teams on escalations and performance reviews.
Use Culture Index / Predictive Index insights to support coaching, team alignment, and hiring decisions.
Qualifications:
5+ years of contact center leadership experience with direct accountability for performance.
Healthcare contact center experience, specifically patient access or scheduling.
Proven experience owning KPIs, QA programs, and coaching teams to improve results.
Strong proficiency in Excel or Google Sheets for reporting, dashboards, and data analysis.
Experience documenting processes and reporting using Microsoft 365 or Google Workspace.
Experience working with healthcare EMRs and contact center platforms.
Ability to interpret Culture Index or Predictive Index results for people management (administration not required).
Strong people management and communication skills.
Fluent written and spoken English.
Ability to work full U.S. Eastern Time hours.
Nice-to-Haves:
Hands-on experience with eClinicalWorks (eCW).
Experience managing offshore or nearshore contact center teams.
Background in healthcare BPOs or large patient access organizations.
Experience leading operational rebuilds, transitions, or cutovers.
Experience scaling teams beyond 10–15 agents.
