Asst. Operations Manager (Alabang, Healthcare Account)

Global Healthcare Resource Philippines Inc.; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health and wellness programmes

Performance incentives

Career advancement

Professional development

Flexible working arrangements

Job summary

Global Healthcare Resource Philippines Inc. is seeking an Assistant Operations Manager for our Healthcare Account in Alabang, Muntinlupa City, Metro Manila.

This full-time role bridges senior management and frontline staff to ensure service quality, team performance, and compliance with operational standards. You will coach teams, monitor KPIs, manage scheduling, and drive process improvements to maintain high-quality healthcare customer service.

Qualifications

• Minimum 3–5 years in a call centre or customer service operations environment, with 1–2 years in a supervisory or assistant management role.
• Strong knowledge of call centre operations, including workforce management, quality assurance, and performance metrics.
• Proven track record of meeting and exceeding operational targets and KPIs.

Responsibilities

• Assist in managing day-to-day operations of the healthcare account, including workforce scheduling, performance monitoring, and quality assurance activities.
• Support the Operations Manager in overseeing team performance, ensuring staff adhere to established protocols, service standards and performance metrics.
• Monitor and analyse key performance indicators (KPIs) such as call handling times, customer satisfaction scores, first-call resolution rates and attendance metrics.
• Conduct coaching, training and feedback sessions with team members to drive continuous improvement and professional development.
• Assist in the recruitment, onboarding and training of new team members to ensure consistent service delivery standards.
• Support the development and implementation of process improvements, best practices and operational policies within the healthcare account.
• Maintain compliance with healthcare regulations, data privacy standards and quality assurance requirements.
• Prepare and present operational reports to senior management, highlighting trends, challenges and recommendations for improvement.
• Address escalated customer and staff issues promptly and professionally, working collaboratively to resolve concerns.
• Collaborate with other departments and accounts to share best practices and contribute to organisational objectives

Skills

Leadership

Team management

Call centre operations

English proficiency

Performance metrics

Education

Bachelor's degree in business management or related field

Tools

Call centre management systems

Workforce management software

Microsoft Office

Job description

About us

Global Healthcare Resource Philippines Inc. is a leading provider of customer service solutions within the healthcare sector. We specialise in delivering high-quality support services to healthcare organisations, ensuring that patient interactions and operational processes are managed efficiently and professionally. Our commitment to excellence, combined with our dedicated team, has established us as a trusted partner in the healthcare industry. We pride ourselves on fostering a collaborative work environment where innovation and employee development are prioritised.

About the role

We are seeking an Assistant Operations Manager for our Healthcare Account based in Alabang, Muntinlupa City, Metro Manila. This is a full-time position that plays a crucial operational role in supporting the management and oversight of our healthcare account. As Assistant Operations Manager, you will be instrumental in ensuring service quality, team performance, and compliance with operational standards. This role sits at a strategic level, bridging senior management and frontline staff, and will directly impact the success of our healthcare account and the satisfaction of our clients and their patients.

Key responsibilities

• Assist in managing day-to-day operations of the healthcare account, including workforce scheduling, performance monitoring, and quality assurance activities
• Support the Operations Manager in overseeing team performance, ensuring staff adhere to established protocols, service standards and performance metrics
• Monitor and analyse key performance indicators (KPIs) such as call handling times, customer satisfaction scores, first-call resolution rates and attendance metrics
• Conduct coaching, training and feedback sessions with team members to drive continuous improvement and professional development
• Assist in the recruitment, onboarding and training of new team members to ensure consistent service delivery standards
• Support the development and implementation of process improvements, best practices and operational policies within the healthcare account
• Maintain compliance with healthcare regulations, data privacy standards and quality assurance requirements
• Prepare and present operational reports to senior management, highlighting trends, challenges and recommendations for improvement
• Address escalated customer and staff issues promptly and professionally, working collaboratively to resolve concerns
• Collaborate with other departments and accounts to share best practices and contribute to organisational objectives

What we're looking for

• Minimum 3-5 years of experience in a call centre or customer service operations environment, with at least 1-2 years in a supervisory or assistant management role
• Strong knowledge of call centre operations, including workforce management, quality assurance, and performance metrics
• Proven track record of meeting and exceeding operational targets and KPIs
• Excellent leadership and team management skills, with the ability to motivate and develop staff at all levels
• Outstanding communication and interpersonal abilities, with proficiency in both verbal and written English
• Proficiency in relevant call centre management systems, workforce management software and Microsoft Office applications
• Strong problem-solving skills and the ability to make sound decisions under pressure
• Familiarity with healthcare operations, customer service principles or healthcare compliance is highly desirable
• Ability to work flexible hours, including potential shift work, as required by operational demands
• Bachelor's degree in business management, operations management or a related field is preferred

What we offer

We are committed to creating a workplace where our employees can thrive professionally and personally. We offer a competitive remuneration package commensurate with experience and qualifications. Our benefits include comprehensive health and wellness programmes, performance incentives, and opportunities for career advancement within a growing organisation. We provide ongoing professional development and training to support your career progression. We foster a collaborative, inclusive and respectful work environment that values diversity and encourages innovation. We understand the importance of work-life balance and strive to create flexible working arrangements where possible. As an employee of Global Healthcare Resource Philippines Inc., you will be part of a dedicated team committed to delivering excellence in healthcare customer service.