Operations Manager

Operations Manager — Caring-One (Iloilo, Philippines)

The Operations Manager (Nurse) will oversee the daily operations of Caring-One's healthcare-focused BPO site. This role requires a licensed nurse with strong management experience who can ensure the delivery of excellent patient-centered service, compliance with healthcare standards, and operational efficiency. The Operations Manager will lead, coach, and develop teams to meet client expectations while upholding Caring-One's "People First" philosophy.

Responsibilities

• Oversee day-to-day call center operations to ensure client SLAs and KPIs are consistently achieved.
• Manage scheduling, workload distribution, and real-time monitoring of team performance.
• Ensure alignment between client requirements, regulatory standards, and company policies.
• Collaborate with HR, Quality Assurance, and Training to maintain operational excellence.
• Act as the clinical authority to ensure healthcare-related calls and documentation meet nursing and compliance standards.
• Provide clinical guidance to agents handling patient interactions, ensuring accuracy and empathy in communication.
• Oversee compliance with HIPAA (if applicable), DOH, and occupational health and safety standards.
• Review and validate healthcare-related processes to maintain service accuracy and patient confidentiality.
• Lead, coach, and mentor Team Leaders and front-line staff to achieve high performance and professional growth.
• Promote a positive and people-first workplace culture that balances accountability with employee engagement.
• Manage performance reviews, corrective actions, and recognition programs.
• Foster teamwork and collaboration across all departments.
• Act as the primary operations contact for clients, addressing concerns and aligning processes with expectations.
• Provide regular business reviews, performance reports, and strategic updates to clients and senior management.
• Partner with clients to identify opportunities for service improvement and growth.
• Monitor operational metrics, identify gaps, and implement corrective action plans.
• Lead process improvement initiatives to enhance efficiency and service delivery.
• Stay updated with BPO trends, healthcare regulations, and call center technologies to drive innovation.

Qualifications

• Bachelor of Science in Nursing (BSN) required. Licensed nurse in the Philippines.
• Minimum of 5 years of nursing experience, preferably with exposure to healthcare BPO, patient care coordination, or case management.
• At least 3 years of management experience in a BPO, healthcare, or call center setting.
• Strong leadership, coaching, and team management skills.
• Excellent communication and interpersonal skills.
• Strong knowledge of healthcare standards, HIPAA, privacy regulations, and other compliance practices.
• Analytical and problem-solving abilities with experience in KPI/SLA management.
• Ability to thrive in a fast-paced, people-driven environment.

Working Conditions

• Site-based position at Caring-One Iloilo Call Center Services, aligned to U.S. healthcare client operations (night shift).
• Requires extended or flexible hours to address operational demands, client escalations, or critical service issues.
• Fast-paced, high-performance environment balancing healthcare compliance with BPO efficiency.
• Reports to the President and General Manager with regular updates and strategic input.
• Will collaborate with cross-functional teams (HR, Finance, Training, QA) and external stakeholders (clients, auditors, regulators).

Note: This description reflects one of several postings in this listing. EEO statements and compliance information remain in scope as applicable to Caring-One and related roles.