Healthcare Operations Manager

2 months ago

Taguig, National Capital Region, Philippines RecruiterPH Full time
### Role Description

#### Job Title: Team Leader with Healthcare Experience

As a Senior Team Leader with Healthcare experience, you will lead a team of customer service associates and be responsible for their performance and quality. You will work closely with other departments to develop and maintain effective rapport and resolve issues and inquiries pertaining to policies, statutory compliances, and administrative requirements.

#### Key Responsibilities:

* Leads a team of 12-20 customer service associates and motivates them to achieve the team's SLA. Consistently achieves all KPIs and SLAs set by the clients with strict adherence to Quality parameters.
* Floorwalks regularly for at least 5 1/2 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous, and accurate response to customers.
* Strong organizational, planning, and analytical skills.
* Basic arithmetic and statistical skills for analysis of data and generation of reports.
* Problem-solving skills.
* Handles any escalations that an associate is unable to handle, solves process-related queries, and handles grievances.
* Listens to calls and coaches the team to enhance performance.
* Monitors the calls/chat taken by the associates and provides them feedback.
* Interacts with the quality team to seek feedback on the team's performance and team quality scores.
* Conducts monthly and confirmation appraisals for the associates by the 7th of each month and provides them feedback.
* Prioritizes and assigns work to associates and initiates corrective measures to resolve day-to-day work-related problems, including scheduling or adjusting overtime requirements, break management as necessary.
* Devises strategies to minimize attrition & absenteeism.
* Organizes training programs for the associates.
* Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances, and administrative requirements.
* Holds team briefings and de-briefings before and after each shift.
* Organizes weekly team meetings to update the associates on any process changes, quality issues, and team SLA and KPIs.
* Initiates and administers the rewards and recognition program for the team.
* Organizes the monthly team outings in coordination with the associates and the team members.

#### Required Qualifications:

* 1-2 years of supervisory experience
* Excellent knowledge of MS Office, especially 'Excel'
* Undergraduate/Graduate
* Salary: Maximum Basic 45,000 + 2,000 Allowance

#### Preferred Qualifications:

* Min 1 year as Process leader

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