Healthcare Team Manager
3 weeks ago
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 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.
- 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.
- have 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.
- Internal Qualifications:
- Must have FY24 PDP 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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