Healthcare Account Operations Lead

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

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.