Operations Manager

7 days ago


Iloilo City, Western Visayas, Philippines Caring One Iloilo Inc Full time ₱450,000 - ₱600,000 per year

Job Purpose:

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:

Operations Management

  • 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.

Healthcare Compliance & Oversight

  • 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.

Leadership & People Management

  • 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.

Client & Stakeholder Relations

  • 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.

Continuous Improvement

  • 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.

Business Acumen & Financial Management

  • Oversee budget planning, cost control, petty cash, and resource allocation to support efficient call center operations.
  • Monitor revenue, expenses, and profitability targets, ensuring operational decisions drive financial health and client satisfaction.
  • Approve and track fund utilization for operational requirements, workforce programs, and client-driven initiatives, balancing cost efficiency with service quality.
  • Analyze financial data and operational metrics to identify opportunities for efficiency, revenue growth, and client retention.
  • Collaborate with Finance and Senior Leadership to ensure compliance with company policies, fiscal discipline, and long-term sustainability.

Key Competencies:

  • · Education: Bachelor of Science in Nursing (BSN) required. Must be a licensed nurse (Philippines).
  • Experience: 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.

Skills & Competencies:

  • 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.

Key Attributes

  • Empathetic yet firm leadership style.
  • Strong sense of accountability and integrity.
  • Balance between clinical knowledge and business operations expertise.
  • Commitment to Caring-One's People First philosophy.

Working Conditions:

  • This position is site-based at Caring-One Iloilo Call Center Services, with standard hours aligned to U.S. healthcare client operations (night shift, 8 PM – 5 AM, Monday to Friday).
  • Requires extended or flexible hours when needed to address operational demands, client escalations, or critical service issues.
  • Works in a fast-paced, high-performance environment, balancing healthcare compliance with BPO operational efficiency.
  • Directly reports to the President and General Manager and is expected to provide regular updates, performance reports, and strategic input to executive leadership.
  • May be entrusted with financial approvals and operational funds, requiring high integrity and fiscal accountability.
  • Will collaborate frequently with cross-functional teams (HR, Finance, Training, QA) and external stakeholders (clients, auditors, regulators).

Job Types: Full-time, Permanent

Pay: From Php50,000.00 per month

Application Question(s):

  • Can you confirm your PRC license number and status (active/expired)?
  • Do you have experience working in a healthcare BPO or clinical operations environment? If yes, please describe.
  • What is the largest team you have supervised, and in what capacity?
  • Since absenteeism heavily impacts BPO revenue, what strategies would you implement to control attendance and improve staffing efficiency?

Work Location: In person


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