Shift Manager

2 weeks ago

Iloilo City, Western Visayas, Philippines Caring One Iloilo Inc Full time ₱250,000 - ₱500,000 per year

Job Purpose

The Shift Manager ensures smooth day-to-day call center operations during assigned shifts, maintaining service levels, compliance, and team productivity. This role focuses on real-time supervision, attendance management, and operational execution, supporting the Operations Manager in delivering excellent healthcare BPO services aligned with Caring-One's People First philosophy.

ResponsibilitiesOperational Supervision

  • Manage daily operations within the assigned shift to meet client SLAs, KPIs, and quality standards.
  • Oversee queue management, attendance, and adherence in real time.
  • Ensure all agents and team leaders are aligned with performance expectations.
  • Coordinate shift handovers to maintain seamless operations.

People Management

  • Supervise and support Senior/Team Leaders and agents, providing guidance and on-the-spot coaching.
  • Monitor attendance, breaks, and schedule compliance.
  • Address behavioral and performance issues promptly while upholding fairness and due process.
  • Promote team engagement and morale through transparent communication and recognition.

Quality & Compliance

  • Ensure compliance with healthcare and data privacy regulations (HIPAA, Data Privacy Act, GDPR)
  • Conduct daily quality checks and recommend corrective actions when necessary.
  • Collaborate with QA and Training teams to ensure consistent performance.

Reporting & Coordination

  • Generate and submit shift performance reports (attendance, production, QA scores, escalations).
  • Communicate shift updates, incidents, and recommendations to the Operations Manager.
  • Participate in calibration sessions, client calls, and management meetings as needed.

Skills & Competencies

  • Bachelor's degree holder (any course); BPO healthcare-related background is an advantage.
  • At least 1 years of BPO experience as Shift Manager
  • Strong leadership and decision-making skills under pressure.
  • Excellent communication, coordination, and conflict management skills.
  • Familiarity with healthcare processes, compliance standards, and performance metrics.

Working Conditions

  • Night shift (8 PM – 5 AM), Monday to Friday.
  • May be required to render overtime or work extended hours to address urgent operational needs.
  • Reports directly to the Operations Manager and provides shift-level reports and updates.

Job Types: Full-time, Permanent

Work Location: In person

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