Healthcare Contact Center Shift Lead

Sagility; Philippines; On-site; PHP 614,000 - 837,000; Full time

Job summary

Sagility in Quezon City, Philippines, is seeking a Shift Manager to lead day-to-day operations in a high-volume contact center environment. You will monitor metrics, drive process improvements, and coordinate with clients to ensure service levels meet agreed targets.

The role requires at least 2 years in customer service with management experience and a 4-year degree or equivalent. Healthcare context is a plus, and the candidate will mentor a small team to achieve stretch goals.

Qualifications

• Minimum of a 4-year college degree or equivalent experience.
• 2+ years in customer service or call center, including 2 years in management.
• Healthcare industry experience preferred.

Responsibilities

• Monitor daily performance metrics (call handling times, service levels, quality).
• Collaborate with Shift Managers to implement client and in-house policies.
• Ensure operations are managed effectively day-to-day.
• Attend client meetings weekly to discuss program performance metrics.
• Present performance updates to client during visits and escalate issues.
• Submit weekly/monthly operations reviews to the Department Head.
• Lead and coach a team of Shift Managers to improve KPIs and reduce costs.

Skills

Communication (Spoken)

Communication (Written)

Customer Service

Computer Literacy

Job Knowledge

Sense of Urgency

Excellence Mindset

Teamwork / Interpersonal

Work Organization

Adaptability

Problem Solving

Facilitation Skills

Coaching

Performance Management

Discipline Management

Conflict Management

Fiscal Management

Business Acumen

Planning & Organizing

People Management

Drive for Results

Analytics

Product Knowledge

Presentation Skills

Process Improvement

Change Management

Education

Any 4-year College Degree / Equivalent

Job description

Sagility in Quezon City, Philippines, is seeking a Shift Manager to lead day-to-day operations in a high-volume contact center environment. You will monitor metrics, drive process improvements, and coordinate with clients to ensure service levels meet agreed targets.

The role requires at least 2 years in customer service with management experience and a 4-year degree or equivalent. Healthcare context is a plus, and the candidate will mentor a small team to achieve stretch goals.