Team Manager - Healthcare (Onsite)

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Healthcare (Clinical, Medical, Wellness)Experience: 2+ yearsEducation: bachelorsSkills: ["Coaching","Performance management","Employee development","Analytical thinking","Stakeholder management"]

Lead a team of healthcare operations professionals to deliver service performance across quality, productivity, compliance, and customer experience. Drive results through coaching, performance management, operational excellence, and employee engagement. Track key metrics such as productivity, quality, SLA, AHT, CSAT, attendance, and schedule adherence; analyze trends and implement action plans. Ensure compliance with healthcare regulations and client requirements while resolving escalations.

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FursaFursa
Sutherland
Sutherland
16 hours ago

Team Manager - Healthcare (Onsite)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead a team of healthcare operations professionals to deliver service performance across quality, productivity, compliance, and customer experience. Drive results through coaching, performance management, operational excellence, and employee engagement. Track key metrics such as productivity, quality, SLA, AHT, CSAT, attendance, and schedule adherence; analyze trends and implement action plans. Ensure compliance with healthcare regulations and client requirements while resolving escalations.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Healthcare (Clinical, Medical, Wellness)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team to achieve operational KPIs, quality standards, productivity targets, and service levels.
  • •Conduct performance reviews, coaching sessions, and development conversations for individuals and the team.
  • •Monitor and manage team metrics such as attendance, schedule adherence, attrition, shrinkage, productivity, and quality.
  • •Analyze operational data and trends, identify improvement opportunities, and implement action plans to close performance gaps.
  • •Ensure compliance with client requirements, healthcare regulations, internal policies, and operational procedures.

Key Requirements

  • •At least 2 years of experience in a Team Manager, Supervisor, or people management role in 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.
  • •Proficiency with Microsoft Office (Excel, Word, PowerPoint) and excellent verbal and written communication skills.
Experience:2+ yearsBPOShared servicesHealthcare operationsContact center
Education:Bachelor's
Skills:CoachingPerformance managementEmployee developmentAnalytical thinkingStakeholder management
Languages:English
Tech Stack:Microsoft ExcelMicrosoft WordMicrosoft PowerPoint

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