As a Team Manager , you will lead a team of Customer Service Associates supporting a healthcare account. You will be responsible for driving team performance, coaching employees, and ensuring service excellence while meeting operational goals.
Key Responsibilities
- Lead, coach, and develop a team of customer service professionals
- Monitor team performance and ensure achievement of key metrics and service targets
- Conduct regular coaching sessions, feedback discussions, and performance reviews
- Identify improvement opportunities and implement action plans to drive results
- Manage attendance, productivity, schedule adherence, and employee engagement
- Handle escalated customer concerns and support issue resolution
- Analyze reports and team performance data to identify trends and recommend solutions
- Collaborate with Operations Managers and support teams to achieve business objectives
- Promote a positive, inclusive, and high-performing work environment
- Support company and account-specific initiatives as needed
Required Qualifications
- Bachelor's degree or equivalent work experience
- At least 2 years of Team Manager, Supervisor, or Team Leader experience in a BPO, contact center, or customer service environment
- Experience managing healthcare, insurance, or healthcare-related customer service programs is preferred
- Strong leadership, coaching, and people management skills
- Excellent verbal and written English communication skills
- Strong problem-solving and decision-making abilities
- Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint
- Ability to analyze performance metrics and translate data into action plans
- Ability to work in a fast-paced and changing environment
- Willing to work onsite in Angeles City and on shifting schedules
Preferred Qualifications
- Experience supporting U.S. healthcare, health insurance, patient services, claims, benefits, or provider-related programs
- Knowledge of healthcare customer service processes and performance metrics
- Proven track record of improving team performance, employee engagement, and customer satisfaction
What You'll Bring
- Strong accountability for achieving results
- Exceptional coaching and mentoring skills
- Customer-first mindset
- Ability to influence and motivate teams
- Strong analytical and organizational skills
- Ability to build positive relationships across all levels of the organization
This role is ideal for experienced people leaders who are passionate about developing teams, delivering exceptional customer experiences, and driving operational excellence in a healthcare environment.
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Sutherland Global Services
Digital Transformation · Private · Rochester, USA