Position Overview

The Operations Manager at TotalRCMS is responsible for the strategic oversight and day-to-day management of the Park West Professional Services campaign. This role demands a proactive leader with strong operational acumen, capable of managing high-performance teams in a fast-paced, metric-driven BPO environment. The Operations Manager ensures that TotalRCMS consistently meets or exceeds client expectations in productivity, quality, compliance, and service delivery.

Operations Manager Responsibilities

·        Lead day-to-day call center operations, ensuring accurate, efficient service delivery in alignment with client SLAs and campaign expectations.

·        Collaborate cross-functionally with quality, training, workforce, recruitment, and IT teams to execute strategies that drive operational and performance outcomes.

·        Monitor team performance and real-time metrics (e.g., service levels, adherence, FCR, transfer rates), and lead coaching, feedback, and escalation processes to optimize results.

·        Maintain technology uptime and reliability by coordinating with IT and system support teams on CRM platforms, telephony systems, and contact center tools.

·        Produce accurate performance reports, summaries, and presentations, supporting internal reviews and client reporting with professionalism and insight.

·        Track and analyze KPIs regularly, identifying trends, performance gaps, and process inefficiencies; implement timely corrective actions to stay on target.

·        Serve as the main liaison with the client, ensuring expectations are understood, communicated effectively to teams, and operationalized consistently.

·        Stay current with industry regulations and technology trends to inform process improvements and ensure compliance in a regulated financial services environment.

·        Participate in key client engagements, including MBRs, calibration sessions, and operational reviews, ensuring follow-through on commitments and continuous improvement.

·        Promote a culture of inclusion, equity, and respect, upholding diversity across gender, caste, religion, and backgrounds while fostering a collaborative team environment.

Core Competencies & Key Skills – Park West Professional Services

·        Client-Focused Communication: Exceptional verbal and written communication skills with the ability to effectively engage clients, agents, and internal teams in a fast-paced financial services environment.

·        Call Center & BPO Leadership: Proven experience managing high-volume, client-facing campaigns in a Business Process Outsourcing (BPO) setting, with a strong focus on achieving Service Level Agreements (SLAs) and delivering strong Customer Satisfaction (CSAT) outcomes.

·        Strategic Planning & Execution: Skilled in leading cross-functional teams, executing operational plans, and driving performance through Key Performance Indicator (KPI) tracking, including Average Handle Time (AHT), First Call Resolution (FCR), occupancy rates, and shrinkage (non-productive time due to absenteeism or scheduled time off).

·        Regulatory Compliance & Quality Control: Deep understanding of financial services regulations (e.g., GLBA, FDCPA), call monitoring standards, and quality assurance tools such as speech analytics.

·        Analytical & Solution-Oriented Thinking: Strong analytical skills with the ability to interpret performance data, identify process gaps, and implement practical, timely solutions.

·        Technology Proficiency: Proficient in CRM systems, contact center platforms (e.g., Five9, Genesys), project management tools (e.g., Asana, Jira), WFM systems, and Microsoft Office Suite (Excel, Teams, PowerPoint, Word).

·        Team Development & Coaching: Experienced in mentoring and managing hybrid teams, driving employee engagement through coaching, performance development, and escalation handling.

·        Organizational Agility: Highly organized and adaptable, with the ability to manage multiple priorities, meet tight deadlines, and adjust to shifting client requirements or campaign dynamics.

·        Collaboration & Relationship Building: Demonstrates interpersonal excellence and a collaborative mindset, fostering trust and alignment across departments, client stakeholders, and operational leadership.