Healthcare Operations Team Lead

Sutherland Global; Mabalacat; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland Global in the Philippines is seeking a Team Manager to lead a healthcare operations team, ensuring service delivery, quality, productivity, compliance, and customer experience objectives.

The role focuses on coaching, performance management, and employee engagement to drive results, with a strong emphasis on data-driven improvements and stakeholder collaboration in a fast-paced, metrics-driven environment.

Qualifications

• 2+ years of experience in a Team Manager, Supervisor, or people management role within a BPO, shared services, healthcare operations, or contact center environment.
• Strong experience in performance management, coaching, and employee development.
• Knowledge of contact center and operational metrics such as Productivity, Quality, SLA, AHT, CSAT, Attendance, and Schedule Adherence.
• Strong analytical and problem-solving skills with the ability to interpret reports, identify trends, and develop action plans.
• Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Excellent verbal and written communication skills.
• Strong stakeholder management and leadership capabilities.
• Ability to work effectively in a fast-paced, metrics-driven environment.

Responsibilities

• Lead, coach, and develop a team to achieve and exceed operational KPIs, quality standards, productivity targets, and service level commitments.
• Conduct regular performance reviews, coaching sessions, and development conversations to improve individual and team performance.
• Monitor team metrics including attendance, schedule adherence, attrition, shrinkage, productivity, and quality performance.
• Analyze operational data and trends, identify improvement opportunities, and implement action plans to address performance gaps.
• Ensure compliance with client requirements, healthcare regulations, internal policies, and operational procedures.
• Partner with Operations Managers and support functions to drive business goals and operational improvements.
• Manage escalated issues and provide timely resolution while maintaining a positive customer experience.
• Foster a high-performance culture through employee engagement, recognition, and continuous learning initiatives.
• Drive process improvement and operational excellence initiatives within the team.

Skills

Performance management

Coaching

Employee development

Analytical skills

Problem-solving

Microsoft Excel

Microsoft Word

PowerPoint

Verbal and written communication

Stakeholder management

Leadership

Metrics-driven

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Sutherland Global in the Philippines is seeking a Team Manager to lead a healthcare operations team, ensuring service delivery, quality, productivity, compliance, and customer experience objectives.

The role focuses on coaching, performance management, and employee engagement to drive results, with a strong emphasis on data-driven improvements and stakeholder collaboration in a fast-paced, metrics-driven environment.