Healthcare Contact Center Shift Lead

Sagility; Quezon City; On-site; PHP 550,000 - 750,000; Full time

Job summary

Sagility invites an experienced Shift Manager to lead contact center operations in Quezon City. You will drive productivity, supervise teams, and ensure client service levels are met, while coordinating with Workforce for scheduling and SLA compliance.

The role emphasizes coaching, performance reviews, and continuous process improvement across functions, aligned with HIPAA compliance and client objectives.

Qualifications

• Bachelor’s degree in management, marketing, psychology, or life science.
• 2–3 years leading teams in health care or provider settings.
• 3–4 years healthcare provider experience; HR background helpful.

Responsibilities

• Ensure operations meet productivity and service levels.
• Prepare schedules and team assignments to cover all hours.
• Submit performance and productivity reports to management.
• Coordinate with Workforce and client requirements for SLA adherence.
• Drive continuous improvement and process standardization.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Team leadership

Data interpretation

Process improvement

Coaching and training

Operational coordination

Education

4-year college degree (Management/Marketing/Psychology/Life Science)

Tools

Office software

Call center software

CRM systems

Job description

Sagility invites an experienced Shift Manager to lead contact center operations in Quezon City. You will drive productivity, supervise teams, and ensure client service levels are met, while coordinating with Workforce for scheduling and SLA compliance.

The role emphasizes coaching, performance reviews, and continuous process improvement across functions, aligned with HIPAA compliance and client objectives.