Team Manager - Healthcare

Sutherland; Mabalacat; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland in the Philippines is seeking a Team Manager to lead a healthcare operations team, drive service delivery, quality, productivity, and customer experience. You will coach performance, manage daily operations, and ensure compliance with client requirements and healthcare regulations.

The role emphasizes data-driven improvement, employee engagement, and timely resolution of escalated issues, with a focus on achieving KPIs and a high-performance culture within a fast-paced environment.

Qualifications

• At least 2 years in a Team Manager/supervisor role within a BPO/healthcare ops.
• Strong experience in performance management and coaching.
• Familiarity with contact center metrics: SLA, AHT, CSAT, attendance.
• Excellent written and verbal communication; leadership abilities.

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 leadership

Performance management

Coaching and development

Analytical skills

Stakeholder management

Communication skills

Fast-paced environment

Education

Bachelor's degree preferred

Tools

Microsoft Excel

MS Word

PowerPoint

Job description

Job Description:

The Team Manager is responsible for leading a team of healthcare operations professionals, ensuring the achievement of service delivery, quality, productivity, compliance, and customer experience objectives. This role drives team performance through effective coaching, performance management, operational excellence, and employee engagement initiatives.

Key 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.

Required Qualifications:

• At least 2 years of experience in a Team Manager, Supervisor, or people management role within a BPO, shared services, healthcare operations, or contact center environment.




• Strong experience in performance management, coaching, and employee development.




• Knowledge of contact center and operational metrics such as Productivity, Quality, SLA, AHT, CSAT, Attendance, and Schedule Adherence.




• Strong analytical and problem-solving skills with the ability to interpret reports, identify trends, and develop action plans.




• Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.




• Excellent verbal and written communication skills.




• Strong stakeholder management and leadership capabilities.




• Ability to work effectively in a fast-paced, metrics-driven environment.

Preferred Qualifications:

• Bachelor's degree preferred.




• Experience supporting healthcare, payer, provider, patient services, medical administration, revenue cycle, or healthcare contact center operations.




• Familiarity with HIPAA compliance and healthcare industry best practices.




• Experience leading teams supporting healthcare customers or healthcare-related processes.




• Exposure to process improvement and operational excellence methodologies.