Onsite Healthcare Operations Lead

SmartRecruiters, Inc.; Mabalacat; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland in the Philippines invites applications for a Team Manager to lead a healthcare operations team, ensuring service delivery, quality, productivity, compliance, and a positive customer experience. The role focuses on coaching, performance management, and engagement to meet client KPIs.

Ideal candidates bring at least 2 years in a team leadership role, strong analytical skills, and proficiency with MS Office; experience in healthcare contact centers is a plus.

Qualifications

• At least 2 years in a Team Manager or people management role in BPO/healthcare.
• Strong performance coaching and employee development experience.
• Knowledge of contact center metrics: Productivity, Quality, SLA, AHT, CSAT, Attendance, Schedule Adherence.
• Proficient in MS Office applications; excellent verbal and written communication.
• Experience leading teams in fast-paced, metrics-driven environments.

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

Team management

Performance management

Analytical skills

MS Office

Communication

Stakeholder management

Fast-paced environment

Education

Bachelor's degree preferred

Tools

Excel

PowerPoint

Word

Job description

Sutherland in the Philippines invites applications for a Team Manager to lead a healthcare operations team, ensuring service delivery, quality, productivity, compliance, and a positive customer experience. The role focuses on coaching, performance management, and engagement to meet client KPIs.

Ideal candidates bring at least 2 years in a team leadership role, strong analytical skills, and proficiency with MS Office; experience in healthcare contact centers is a plus.