Operations Team Lead - US Healthcare (Night Shift)

iFIVE Global; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive compensation

Professional development

Engagement activities

Job summary

iFIVE Global is seeking an Operations Team Lead – US Healthcare to join our Manila-based team. You will manage day-to-day operations, ensure service levels, and coach a team of representatives to meet KPIs while upholding our culture.

Responsibilities include training, queue management, policy improvement, performance monitoring, and addressing conduct concerns. You will collaborate with the Client Success Manager and Operations Manager on business requirements.

Qualifications

• At least 3 years in BPO with 1+ year in supervision.
• Experience supporting US Healthcare accounts is required.
• Excellent verbal and written English with strong business writing.
• Strong coaching, leadership and people management skills.
• Ability to collaborate across levels and adapt communication styles.
• Strong organizational, problem-solving and decision-making skills.
• Ability to manage work queues and meet service levels.
• Proficient with Windows, MS Office, email and internet.

Responsibilities

• Manage a team of representatives and provide coaching and development in accordance with KPIs.
• Develop team capability by coordinating and/or conducting training and other development activities.
• Manage work queues and ensure adequate coverage to meet required service levels.
• Assist with the development and improvement of policies, processes, and reports related to team performance.
• Monitor team performance and identify opportunities for improvement to ensure targets and KPIs are achieved.
• Ensure team members adhere to company policies, procedures, and standards while upholding the company's culture.
• Address performance and disciplinary concerns per company policies and procedures.
• Collaborate with the Client Success Manager and/or Operations Manager on operational concerns, team performance, and business requirements.
• Perform other duties and responsibilities as may be assigned.

Skills

English proficiency

People management

Coaching

MS Office

Tools

MS Office

Job description

iFIVE Global is seeking an Operations Team Lead – US Healthcare to join our Manila-based team. You will manage day-to-day operations, ensure service levels, and coach a team of representatives to meet KPIs while upholding our culture.

Responsibilities include training, queue management, policy improvement, performance monitoring, and addressing conduct concerns. You will collaborate with the Client Success Manager and Operations Manager on business requirements.