Operations Support Manager VEOCC (VE91225128)

The Bowen Group, a values-led, industry leader in telehealth, health communications, and wellness staffing and service, is searching for an Operations Support Manager.

Ready to jump on board with the industry leader in the provision of wellness services to the military and Veteran communities? The Bowen Group has an outstanding opportunity for an Operations Support Manager to join our team. This is a full-time position.

Position Summary

The Operations Support Manager oversees the day-to-day call center support of a high-volume call center contract consisting of approximately 350 employees.

This role is responsible for managing a team of 3-4 direct reports, ensuring efficient onboarding and offboarding processes, maintaining workforce tracking systems, and leading performance management initiatives.

The Operations Support Manager drives process improvements, fosters a positive workplace culture, ensures compliance with company policies, and supports organizational success through strategic oversight of reporting, scheduling, and training functions.

Responsibilities

• Develop, generate, and deliver operational reports with elementary analysis to provide actionable insights and feedback to leadership.
• Oversee and manage the employee onboarding and offboarding process for a high-turnover environment, ensuring accuracy, timeliness, and compliance.
• Lead, supervise, and evaluate the performance of a team of 4-5 staff members, providing coaching, feedback, and professional development opportunities.
• Implement process improvements to increase efficiency, accuracy, and employee experience in core operational functions.
• Maintain, update, and troubleshoot critical Excel trackers and MS365 systems; create complex formulas and large workbooks, resolving errors as needed.
• Manage and maintain SharePoint sites, including creating and organizing libraries, lists, and pages to support business needs.
• Coordinate schedule distribution in partnership with workforce management teams, ensuring adequate staffing levels and schedule accuracy.
• Oversee file management, ensuring compliance with retention best practices and access control guidance for audits and internal use.
• Manage and support a structured 6-week new hire training program; supervise the Training Supervisor and provide direction on program improvements.
• Administer employee relations activities including corrective actions, performance improvement plans (PIPs), coaching, and terminations.
• Conduct regular performance reviews for direct reports, fostering a culture of accountability, teamwork, and continuous improvement.
• Promote a positive workplace culture by implementing engagement initiatives, supporting employee well-being, and recognizing performance achievements.
• Ensure compliance with company policies and contractual obligations.
• Act as a subject matter expert for internal systems and provide training / support to team members as needed.
• Interface with payroll system to add, modify and deactivate employees and supervisory assignments.
• Interact with client technical support, workforce management, and training departments.
• Other duties as assigned.

Education :

Skills and Experience :

Additional Requirements :

Must be a US Citizen

Physical Requirements

Travel : 4-6 times per year for up to one (1) week at a time.

Benefits - We offer a comprehensive benefits package for Full-time Employees to include the following :

The Bowen Group is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

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The Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Note : This accessibility is intended for individuals requiring accommodation and should not be used to check the status of your application. Inquiries not specific to requesting accommodation will be discarded.

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The Bowen Group participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and / or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.