Front Desk Communications Manager Location: El Cubo Center, Antigua, Guatemala Status: Filled Position About Avanmed avanmed partners with medical practices across the United States to deliver high-quality front desk operations, digital growth, and patient communication solutions. Our teams support providers nationwide while operating from a fast-growing international delivery model. Job Overview avanmed is seeking an experienced Front Desk Communications Manager to lead and scale our Front Desk operations supporting medical practices across the United States and Canada. This senior operations leadership role includes managing large, distributed teams, driving performance, preventing account losses, and implementing systems, reporting, and operational strategies that support rapid growth. The ideal candidate brings BPO leadership experience at scale agents), is fully bilingual (English/Spanish C1), and has the operational maturity to make executive-level decisions that protect revenue, improve client outcomes, and strengthen internal performance. The role reports directly to executive leadership and plays a critical role in avanmed's continued expansion. Core Responsibilities Own day-to-day Front Desk operations across all client accounts Act as the senior escalation point for client, agent, and system issues Make executive decisions to prevent service failures and account losses Ensure operational readiness across staffing, equipment, tools, and space Partner with leadership on growth planning, capacity forecasting, and logistics Lead and manage Front Desk teams of agents Conduct structured 1:1s, performance reviews, and corrective action plans Build accountability through KPIs, scorecards, and performance tracking Monitor attendance, productivity, and commission eligibility Create a culture of ownership, structure, and continuous improvement Pre-qualify candidates, lead interviews, and be accountable for hiring decisions Oversee onboarding workflows including accounts, access, equipment, and documentation Coordinate training, client onboarding calls, and live launch execution Ensure agents are fully prepared before go-live across all systems and workflows Prepare and analyze weekly performance reports for leadership and clients Identify trends, risks, and opportunities before they impact accounts Conduct call quality audits, mystery shopping, and QA reviews Implement corrective strategies based on data and performance insights Configure and manage operational tools including CallRail, Aircall, CRMs, TimeDoctor, avanmed University, scripts, and workflows Improve reporting accuracy, visibility, and decision-making dashboards Ensure teams are using tools consistently and effectively Qualifications BPO leadership experience managing employees English and Spanish fluency at C1 level (required) Proven experience supporting US-based clients, ideally in healthcare Strong operational judgment with the ability to make executive-level decisions Demonstrated success in performance recovery, retention, and scaling teams Highly analytical with strong reporting and KPI management skills Tech-savvy and comfortable managing multiple platforms simultaneously Structured, decisive, and proactive leadership style Clear communicator with authority and accountability Experience building systems, processes, and operational discipline at scale Minimum of 2 years at a senior/leadership level Application Please submit your contact information and CV/Resume (PDF, up to 2 MB) to. By applying you agree to the terms & conditions and privacy policy provided by avanmed, and you consent to receive communications from avanmed, including text messages. JLjbffr