Team Manager

4 weeks ago

Angeles, Philippines Sutherland Full time

Overview

Sutherland is seeking an experienced and people-focused Team Manager to lead our growing Healthcare - Ortho program. As a Team Manager, you will drive performance, coach and mentor teams, and ensure service excellence that meets the expectations of our clients in the healthcare and orthopedic sector.

Key Responsibilities
  • Lead, manage, and inspire a team of customer service representatives supporting a US-based orthopedic healthcare account.
  • Monitor daily operations, ensuring adherence to quality standards, productivity, and service level agreements (SLAs).
  • Conduct regular coaching, feedback sessions, and performance evaluations to help team members meet and exceed goals.
  • Analyze team performance metrics and identify trends, root causes, and actionable insights for improvement.
  • Implement and sustain performance improvement strategies to enhance the customer experience.
  • Serve as a key point of contact between the client and internal teams, ensuring alignment on business goals and priorities.
  • Foster a culture of accountability, continuous learning, and employee engagement.
Qualifications
  • Minimum of 1-2 years of experience as a Team Manager/Team Leader in a BPO/Call Center environment, preferably supporting a Healthcare or, Insurance account .
  • Experience in eligibility and benefits , claims , and/or Revenue Cycle Management .
  • Strong leadership, coaching, and people management skills.
  • Demonstrated ability to drive team performance and achieve operational goals.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Amenable to work on a night shift and in office/onsite setup in Clark .
Additional Information
  • Internal Qualifications:
  • Must have FY24PDP score of Exceeds Expectations (4) or Outstanding (5)
  • Tenure of at least 18 months
  • No Active DA
  • Leadership experience in a Healthcare is an advantage
  • Willing to work onsite in Clark
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