Team Manager (BPO) | Healthcare

Private Advertiser; Eastern Manila District; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Private Advertiser in Metro Manila is seeking a Team Manager to lead day-to-day activities across team leads and staff, aligning call center strategies with client expectations.

The role emphasizes coaching, performance reviews, reporting, and a strong focus on leadership and stakeholder collaboration to deliver a seamless customer experience.

Qualifications

• Above-average communication skills.
• Strong leadership, people management, administrative, and numeracy skills.
• Strong written and verbal English communication skills.
• Proven ability to build relationships with key internal and external stakeholders.
• Team facilitation and training skills.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• 2-5 years of experience working as a Team Manager.
• With high-level initiatives, accountability, and self-motivation.
• Can build a productive and highly engaged work environment.
• Maintain calmness and composed under tight pressure and provocations.
• Ability to work independently and take responsibility for seeing things through to completion.
• Strong attention to detail and open to feedback.

Responsibilities

• Manage daily activities of team leads and staff, planning resources and implementing call center strategies.
• Provide operational guidance, train, coach, monitor, recognize, support, and promote discipline.
• Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.
• Carry out needs, assessments, and performance reviews for officers.
• Setting and meeting performance targets for efficiency and quality.
• Ensure the Service Delivery processes and team meet Enshored and client-specific KPI targets.
• Practice and ensure compliance with all policies and procedures of the company.
• Coordinate with Recruitment, IT, and liaising with HR team.
• Conduct Business Reviews as needed.
• Adhoc tasks as needed.

Job description

The team manager motivates our entry-level, practice care, and billing care Heroes to achieve a common goal.

DUTIES AND RESPONSIBILITIES

• Manage and direct the daily activities of the Team Lead, Support, and full-time employees, including creative resource planning and implementing call center strategies and operations.

• Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.

• Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.

• Carry out needs, assessments, and performance reviews for officers.

• Setting and meeting performance targets for efficiency and quality

• Ensure the Service Delivery processes and team meet Enshored and client-specific KPI targets.

• Practice and ensure compliance with all policies and procedures of the company

• Coordinate, cooperate, and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.

• Coordinate with Recruitment, IT, and liaising with HR team

• Conduct Business Reviews as needed

• Adhoc tasks as needed

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• Above-average communication skills

  • Can give clear instructions

  • Can manage client communication

  • Can create and deliver concise and insightful reports

• Strong leadership, people management, administrative, and numeracy skills

  • Strong written and verbal English communication skills

  • Proven experience in developing and maintaining relationships with key internal and external Stakeholders.

  • Team facilitation and training skills

  • Proven ability to work to deadlines and under pressure with a positive attitude

• 2-5 years of experience working as a Team Manager.

• With high-level initiatives, accountability, and self-motivation.

• Can build a productive and highly engaged work environment.

• Maintain calmness and composed under tight pressure and provocations.

• Ability to work independently and take responsibility for seeing things through to completion.

• Strong attention to detail and open to feedback