EBO Manager

Nearshore Teleservices Trinidad • Full-time • Tunapuna-Piarco, TT • 3w ago

About the Role

The EBO (Early-Out/Extended Business Office) Manager is a key operational leader responsible for overseeing daily operations, optimizing workflows, and driving team performance to ensure client success. This role serves as the primary liaison between operations and senior leadership, ensuring consistent execution, effective system utilization, and accountability for operational performance across the department.

Key Responsibilities

Operational Leadership

Oversee daily operational performance and monitor productivity to ensure achievement of collections and recovery goals.
Track key performance metrics and provide regular operational updates to senior leadership.
Review client reports, identify operational risks, and escalate issues as appropriate.
Drive accountability for hourly, daily, and monthly production goals.

People Leadership

Lead, coach, and develop supervisors and call center agents to achieve individual and team performance goals.
Conduct interviews, onboarding, performance evaluations, and disciplinary actions as needed.
Address employee concerns while fostering a positive, accountable, and high-performing work environment.
Reinforce KPI ownership and continuous performance improvement.

Training & Quality

Ensure compliance with company policies, client requirements, and regulatory standards.
Partner with Training and Quality teams to deliver ongoing coaching and performance development.
Monitor quality metrics and implement corrective action plans to improve performance.

Performance Analytics & Reporting

Monitor dialing campaigns, production metrics, inventory, and operational trends.
Develop, maintain, and analyze KPI dashboards to support data-driven decision-making.
Coordinate with IT by documenting and escalating system issues to minimize operational disruptions.
Ensure the accuracy and integrity of operational reporting.

Process Improvement

Identify opportunities to improve operational efficiency and workflow effectiveness.
Lead and support process improvement initiatives and system enhancements.
Promote best practices that increase productivity, quality, and client satisfaction.

Required Qualifications

High School Diploma or GED with 5+ years of relevant professional experience, or an Associate's/Bachelor's degree with 3+ years of relevant professional experience.
Minimum 3 years of experience in healthcare revenue cycle, financial services, collections, or a related operational environment.
Minimum 1 year of leadership experience managing a team of 10 or more employees.
Proficiency in Microsoft Office Suite and experience with call center, collections, or CRM systems.
Strong analytical, organizational, and problem-solving skills.
Excellent written and verbal communication skills.
Proven ability to coach, develop, and motivate high-performing teams.
Ability to analyze performance metrics and drive operational improvements.

Preferred Qualifications

ACA Professional Collections Specialist (PCS) Certification.
Experience managing healthcare collections or Extended Business Office (EBO) operations.
Experience with workforce management tools, dialer platforms, and KPI reporting.