Healthcare Account Ops Lead - Service Quality & Growth

Global Healthcare Resource; Muntinlupa; Presencial; PHP 600 000 - 900 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health benefits

Performance incentives

Career advancement

Professional development

Flexible work arrangements

Resumo da oferta

Global Healthcare Resource Philippines Inc. is seeking an Assistant Operations Manager for our healthcare account in Alabang, Muntinlupa City. This full-time role bridges senior management and frontline staff to ensure service quality and compliance with standards.

You will oversee scheduling, performance, coaching, and onboarding while driving process improvements and meeting KPIs critical to client satisfaction and patient care.

Qualificações

• 3–5 years in a call centre or customer service operations environment.
• 1–2 years in a supervisory or assistant management role.
• Strong leadership and team management skills.
• Excellent communication in English, both verbal and written.

Responsabilidades

• Assist in managing day-to-day operations of the healthcare account, including scheduling, performance monitoring and quality assurance.
• Support the Operations Manager in overseeing team performance and adherence to protocols and service standards.
• Monitor KPIs such as call handling times, CSAT, FCR and attendance; report trends to management.
• Conduct coaching, training and feedback sessions for continuous improvement.
• Assist in recruitment, onboarding and training of new team members as needed.
• Support development and implementation of process improvements and policies; ensure regulatory compliance.
• Prepare and present operational reports to senior management with insights and recommendations.
• Address escalated customer and staff issues promptly and professionally; collaborate with other departments.

Conhecimentos

Call centre operations

Workforce management

Quality assurance

Performance metrics

Leadership

English communication

Formação académica

Bachelor's degree in business management or related field

Ferramentas

Call centre software

MS Office

Descrição da oferta de emprego

Global Healthcare Resource Philippines Inc. is seeking an Assistant Operations Manager for our healthcare account in Alabang, Muntinlupa City. This full-time role bridges senior management and frontline staff to ensure service quality and compliance with standards.

You will oversee scheduling, performance, coaching, and onboarding while driving process improvements and meeting KPIs critical to client satisfaction and patient care.