Operations Manager (Voice)

About the role

R1 RCM Inc. is looking for an Operations Manager (Voice) in Quezon City to lead a voice contact center handling patient calls from multiple client hospital sites. The manager oversees a team of 4-5 team leaders and supervisors, covering 60-80 full-time equivalents, and ensures calls are answered within client service levels and handled with quality.

Key responsibilities

• Lead and direct 4-5 team leaders/supervisors, each managing teams of no more than 25 employees.
• Ensure patient calls from multiple client hospital sites are answered within client service levels and handled in a quality manner.
• Oversee contact center performance so that contractual SLAs are met consistently.
• Serve as a mentor to team leaders, supervisors and all customer service representatives, consistently displaying the company's values.
• Develop and implement recommendations and give formal feedback on project results and team performance to management.
• Support new client expansion development and implementation.

Required profile

• 3-5 years of experience delivering customer service in a hospital or healthcare call center as an Operations Manager.
• Bachelor's degree or equivalent experience.
• Experience leading and managing employees in a high-volume contact center.
• Preferred: certified revenue cycle management experience.
• Preferred: continuous improvement experience using Lean Six Sigma tools.

Required skills

• Time management and multitasking in a self-directed way.
• Lean Six Sigma tools (preferred).

What we offer

• Competitive total rewards package with target variable incentives.
• HMO medical plan from day 1 with free dependents, life insurance and paid time off.
• Sick leave conversion, night differential and employee referral program.
• All mandatory statutory benefits.