Team Manager – Healthcare (Pasig)

About the role

The Team Manager will lead and motivate a team of technical support agents handling healthcare‑related calls. The role ensures that service levels and call quality standards are met while coordinating account activities to achieve defined objectives.

Key responsibilities

• Provide direction and guidance to consistently achieve key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Communicate client and campaign issues promptly to Site Operations Manager.
• Achieve weekly call monitoring targets and maintain quality scores.
• Coach, mentor and develop agents for skill expansion and promotion.
• Identify and resolve performance, behavior, or attendance issues using performance management techniques.
• Maintain accurate employee records for direct reports.
• Provide subject‑matter expertise and ensure training needs are met.
• Adjust operations as needed to meet service level agreements under supervision.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• Up‑to‑date management skills with understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behavior.
• At least 1 year experience in a related field and 1 year experience as a supervisor.
• Strong oral and written communication, leadership, analytical and problem‑solving abilities.
• Ability to work independently, under pressure and adapt to changing environments.