Operations Supervisor (BPO - Healthcare)

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 500,000 - 700,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking an experienced Operations Supervisor to lead healthcare support teams across voice and non-voice channels. You will drive performance, engagement, and quality while ensuring compliance with healthcare standards.

The role requires 1–2 years of BPO supervisory experience and at least 2 years in healthcare operations, with strong leadership and stakeholder management skills to develop talent and optimize service delivery.

Qualifications

• 1–2 years of BPO supervisory experience.
• 2+ years of healthcare experience (healthcare BPO, medical, insurance).
• Experience handling healthcare voice and non-voice accounts (email, chat, back-office).
• Strong knowledge of healthcare processes, terminology, and customer/patient support.

Responsibilities

• Lead and manage daily operations to achieve performance, quality, and productivity targets.
• Monitor team performance, identify gaps, and provide coaching and feedback.
• Develop employees through coaching, training, performance management, and career planning.
• Drive employee engagement, recognition, and retention initiatives.
• Coordinate with Operations, Quality, Training, WFM, and other support teams.
• Identify process improvement opportunities and implement solutions to improve service quality and efficiency.
• Handle escalations, conflicts, and operational concerns.
• Ensure compliance with company policies, client requirements, and applicable healthcare standards.
• Manage resources effectively and support business goals.

Skills

Leadership

Coaching

Communication

Team-building

Problem-solving

Organizational skills

Time management

Client relationship

Stakeholder management

Job description

About the role

We are looking for an experienced Operations Supervisor to lead and develop teams supporting a healthcare account. The role is responsible for driving operational performance, employee engagement, and service quality while ensuring compliance with client and healthcare requirements. The ideal candidate has solid BPO supervisory experience and healthcare operations knowledge, with experience managing both voice and non-voice channels, including email, chat, and back-office support.

Key responsibilities

• Lead and manage daily operations to achieve performance, quality, and productivity targets.
• Monitor team performance, identify gaps, and provide coaching and feedback.
• Develop employees through coaching, training, performance management, and career planning.
• Drive employee engagement, recognition, and retention initiatives.
• Coordinate with Operations, Quality, Training, WFM, and other support teams.
• Identify process improvement opportunities and implement solutions to improve service quality and efficiency.
• Handle escalations, conflicts, and operational concerns.
• Ensure compliance with company policies, client requirements, and applicable healthcare standards.
• Manage resources effectively and support business goals.

About you

• At least 1–2 years of BPO supervisory experience.
• At least 2 years of healthcare experience, preferably in healthcare BPO, medical, insurance, or healthcare operations.
• Experience handling healthcare voice and non-voice accounts (email, chat, and back-office).
• Strong knowledge of healthcare processes, terminology, and customer/patient support.
• Proven track record of meeting operational and performance targets.
• Strong leadership, coaching, communication, and team-building skills.
• Excellent problem-solving, organizational, and time-management skills.
• Strong client relationship and stakeholder management skills.