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SutherlandTeam Manager - Healthcare
Sutherland is hiring an on-site Team Manager for a healthcare account based in Angeles City. This position suits experienced people leaders who want to guide customer…
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About This Role
Sutherland is hiring an on-site Team Manager for a healthcare account based in Angeles City. This position suits experienced people leaders who want to guide customer service professionals, improve operational results, and foster a positive workplace culture within a fast-paced setting. The person in this role will guide a team of customer service associates, track metrics, manage schedules and productivity, and handle escalated issues. Success in this position requires analyzing…
Job Description
Sutherland is hiring an on-site Team Manager for a healthcare account based in Angeles City. This position suits experienced people leaders who want to guide customer service professionals, improve operational results, and foster a positive workplace culture within a fast-paced setting.
The person in this role will guide a team of customer service associates, track metrics, manage schedules and productivity, and handle escalated issues. Success in this position requires analyzing reports, creating action plans, and collaborating with operations managers to meet business goals while maintaining adherence to company initiatives.
Responsibilities
- Guide, mentor, and build the capabilities of a team of customer service professionals
- Track team performance to ensure targets and key metrics are met
- Hold regular feedback discussions, coaching sessions, and performance reviews
- Find areas for enhancement and execute action plans to improve outcomes
- Oversee productivity, attendance, schedule adherence, and employee engagement
- Resolve escalated customer issues and assist with problem-solving
- Review reports and data trends to suggest effective solutions
- Work alongside Operations Managers and support units to reach business goals
- Maintain a supportive, inclusive, and productive workplace culture
Requirements
- Possess a bachelor's degree or equivalent work experience
- Bring a minimum of two years of experience as a Team Manager, Supervisor, or Team Leader in a contact center, BPO, or customer service setting
- Demonstrate strong leadership, coaching, and people management capabilities
- Communicate effectively in written and spoken English
- Apply strong problem-solving and decision-making skills
- Use Microsoft Office tools like Excel, Word, and PowerPoint with proficiency
- Analyze performance metrics to develop action plans
- Thrive in a fast-moving and shifting environment
- Work on-site in Angeles City on shifting schedules
Qualifications
- Background in managing healthcare, insurance, or related customer service programs
- Experience with U.S. healthcare, health insurance, patient services, claims, benefits, or provider programs
- Familiarity with healthcare customer service procedures and metrics
- Demonstrated success in boosting team performance, employee engagement, and customer satisfaction
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This role requires working on-site in Angeles City on shifting schedules.
What experience is required for this position?
Candidates must have at least two years of experience as a Team Leader, Supervisor, or Team Manager within a BPO, contact center, or customer service environment, along with a bachelor's degree or equivalent work experience.
What is the salary for this role?
The job posting does not specify the salary.
Sample Interview Questions
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