The client is looking at hiring a Assistant Manager – Healthcare Contact Center Operations for their team at Guadalajara, Mexico.
The Assistant Manager – Healthcare Contact Center develop corrective action plans when performance is below target.
Participate in client meetings, performance reviews, escalations, and operational planning; provide clear reporting on trends, risks, root causes, and improvement actions.
Coordinate with Workforce Management to align forecasts, staffing plans, shrinkage assumptions, schedules, and intraday actions with expected contact volumes.
Drive standardization, SOP adherence, process documentation, and continuous improvement across scheduling and contact center workflows.
Partner with technology and process excellence teams to identify opportunities for automation, self-service, workflow optimization, and improved agent productivity.
Ensure compliance with HIPAA, client policies, information security requirements, quality standards, and applicable healthcare contact center procedures.
COMPETENCIES, SKILLS AND OTHER REQUISITES: Strong knowledge of healthcare contact center operations,



patient scheduling, patient access, and customer service best practices.
Experience managing contact center KPIs, workforce performance, quality programs, and service-level delivery.
Working knowledge of healthcare scheduling platforms/EHRs; Epic scheduling experience is strongly preferred.
Excellent written and spoken English with strong client-facing communication and escalation-management skills.
Strong analytical, problem-solving, coaching, and decision-making capabilities with a patient-first mindset.
Ability to manage multiple priorities in a high-volume, performance-driven environment.
ACADEMIC AND PROFESSIONAL BACKGROUND: Bachelor's degree in any discipline; healthcare, business, operations, or related background preferred.
MBA is an added advantage.
Minimum 8+ years of relevant operations experience, preferably in healthcare contact center, patient access, patient scheduling, or BPO operations, with demonstrated experience leading teams and front-line leaders.

📌 Assistant Manager – Healthcare Contact Center Operations (Jalisco)
🏢 iSoft Globl
📍 Jalisco