Operations Team Lead - US Healthcare (Night Shift)

IFIVE INC.; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive compensation

Professional development

Engagement events

Job summary

IFIVE INC. is seeking an Operations Team Lead – US Healthcare to join our Quezon City team. You will lead a team of representatives, coach on KPIs, and drive performance while maintaining high standards and company culture.

Responsibilities include training, queue management, and collaboration with the Client Success/Operations Manager. Night shift availability and a strong English background are required.

Qualifications

• At least 3 years in the BPO industry with at least 1 year in a supervisory role.
• Experience supporting US Legal and/or US Healthcare accounts is required.
• Excellent verbal and written English with strong business writing skills.
• Strong coaching, leadership, and people management abilities.
• Ability to collaborate across all levels using different communication styles.
• Strong organizational, problem-solving, and decision-making skills.
• Ability to manage work queues and ensure service levels are met.
• Proficient in Windows environment and MS Office applications.

Responsibilities

• Manage a team of representatives and provide coaching against KPIs.
• Coordinate and conduct training to develop team capability.
• Manage work queues and ensure adequate coverage to meet service levels.
• Assist with policies, processes, and reports related to team performance.
• Monitor performance and identify improvement opportunities to meet KPIs.
• Ensure adherence to policies and uphold company culture.
• Address performance concerns per policy and take disciplinary actions as needed.
• Collaborate with Client Success/Operations Manager on concerns and requirements.
• Perform other duties as assigned.

Skills

Team leadership

English proficiency

Coaching

People management

Communication

Problem solving

Organizational skills

BPO experience

US Healthcare support

Tools

MS Office

Windows

Job description

IFIVE INC. is seeking an Operations Team Lead – US Healthcare to join our Quezon City team. You will lead a team of representatives, coach on KPIs, and drive performance while maintaining high standards and company culture.

Responsibilities include training, queue management, and collaboration with the Client Success/Operations Manager. Night shift availability and a strong English background are required.