Team Manager - Healthcare (Onsite)

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Healthcare (Clinical, Medical, Wellness)Experience: 2+ yearsSkills: ["Coaching","Performance management","Employee development","Analytical problem-solving","Stakeholder management"]

Lead a healthcare operations team to deliver service, quality, productivity, compliance, and customer experience goals. Drive performance through coaching, regular reviews, and employee engagement, while tracking KPIs such as attendance, schedule adherence, attrition, shrinkage, productivity, and quality. Analyze operational trends, implement improvement action plans, manage escalated issues, and partner with Operations Managers and support functions to achieve business outcomes in a metrics-driven environment.

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Sutherland
Sutherland
21 hours ago

Team Manager - Healthcare (Onsite)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 1 day ago

Job Summary

Lead a healthcare operations team to deliver service, quality, productivity, compliance, and customer experience goals. Drive performance through coaching, regular reviews, and employee engagement, while tracking KPIs such as attendance, schedule adherence, attrition, shrinkage, productivity, and quality. Analyze operational trends, implement improvement action plans, manage escalated issues, and partner with Operations Managers and support functions to achieve business outcomes in a metrics-driven environment.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Healthcare (Clinical, Medical, Wellness)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop the team to achieve operational KPIs, quality standards, productivity targets, and service level commitments.
  • •Conduct regular performance reviews and coaching sessions to improve individual and team performance.
  • •Monitor and manage team metrics including attendance, schedule adherence, attrition, shrinkage, productivity, and quality.
  • •Analyze operational data and trends to identify improvement opportunities and implement action plans to address performance gaps.
  • •Ensure compliance with client requirements, healthcare regulations, and internal policies; manage escalated issues and resolve them while maintaining customer experience.

Key Requirements

  • •At least 2 years’ 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/operations metrics including Productivity, Quality, SLA, AHT, CSAT, Attendance, and Schedule Adherence.
  • •Strong analytical and problem-solving skills to interpret reports, identify trends, and develop action plans for performance gaps.
  • •Proficient in Microsoft Office (Excel, Word, PowerPoint) and effective verbal and written communication.
Experience:2+ yearsBPOShared servicesHealthcare operationsContact center
Skills:CoachingPerformance managementEmployee developmentAnalytical problem-solvingStakeholder management
Languages:English
Tech Stack:Microsoft OfficeExcelWordPowerPoint

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor