Healthcare Operations Team Leader

Sutherland; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

Sutherland in the Philippines is seeking a Team Manager to lead healthcare operations professionals and drive service delivery, quality, and customer experience. You will coach the team, monitor performance metrics, and implement process improvements to meet KPIs.

The role requires strong experience in people management within BPO/healthcare settings, with excellent communication skills and a data-driven mindset to optimize workflows and outcomes.

Qualifications

• 2+ years in a Team Manager / supervisor role within BPO or healthcare ops
• Strong experience in performance management, coaching, and employee development
• Knowledge of contact center metrics (Productivity, Quality, SLA, AHT, CSAT)
• Analytical with ability to interpret reports and trends and take action
• Proficient in MS Office applications (Excel, Word, PowerPoint)
• Excellent verbal and written communication and stakeholder management
• Ability to work in a fast-paced, metrics-driven environment

Responsibilities

• Lead, coach, and develop a team to meet KPIs, quality, and service levels.
• Conduct regular performance reviews, coaching sessions, and development conversations.
• Monitor attendance, schedule adherence, attrition, shrinkage, productivity, and quality.
• Analyze data to identify improvements and implement action plans.
• Ensure compliance with client requirements and healthcare regulations.
• Partner with Operations and support functions to drive goals and improvements.
• Manage escalations and maintain positive customer experience.
• Foster a high-performance culture through engagement and recognition.
• Drive process improvements and operational excellence within the team.

Skills

Team Leadership

Performance Management

Analytical Skills

Communication

Stakeholder Management

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Sutherland in the Philippines is seeking a Team Manager to lead healthcare operations professionals and drive service delivery, quality, and customer experience. You will coach the team, monitor performance metrics, and implement process improvements to meet KPIs.

The role requires strong experience in people management within BPO/healthcare settings, with excellent communication skills and a data-driven mindset to optimize workflows and outcomes.