Healthcare Ops Team Lead – KPI & Coaching

Sutherland; Mabalacat; On-site; PHP 893,000 - 1,451,000; Full time

Job summary

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

You will coach, conduct performance reviews, monitor metrics, and drive improvements through data analysis and action plans. This role requires 2+ years in people management within BPO or healthcare ops, with strong communication and Excel skills.

Qualifications

• 2+ years in a Team Manager, Supervisor, or people management role in BPO/healthcare ops.
• Strong performance coaching and employee development experience.
• Knowledge of contact center metrics (Productivity, Quality, SLA, AHT, CSAT).
• Excellent verbal and written communication with stakeholder management.

Responsibilities

• Lead, coach, and develop a team to achieve KPIs, quality and productivity targets.
• Conduct regular performance reviews, coaching sessions, and development conversations.
• Monitor attendance, schedule adherence, attrition, and overall performance.
• Analyze operational data to identify improvements and implement action plans.
• Ensure client requirements and healthcare regulations are followed.
• Collaborate with Operations Managers to drive goals and improvements.
• Manage escalated issues and maintain positive customer experience.
• Foster a high-performance culture through recognition and learning initiatives.
• Drive process improvements and operational excellence within the team.

Skills

Team management

Coaching

Performance management

Data analysis

Communication

MS Excel

MS Word

MS PowerPoint

Education

Bachelor's degree

Tools

Excel

Word

PowerPoint

Job description

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

You will coach, conduct performance reviews, monitor metrics, and drive improvements through data analysis and action plans. This role requires 2+ years in people management within BPO or healthcare ops, with strong communication and Excel skills.