Assistant Operations Manager-Healthcare Account

Taguig City, Metro Manila
Management & Support (Call Centre & Customer Service)
Full time
₱60,000 – ₱80,000 per month
Posted 7d ago

The Role

Firstsource Solutions Limited is seeking an experienced Assistant Operations Manager to join our growing Healthcare account team in Taguig City, Metro Manila. This is a full-time role that will play a vital part in ensuring the smooth and efficient running of our healthcare call centre operations.

Key Responsibilities

  • Assist the Operations Manager in overseeing daily operations, managing a team of customer service representatives and meeting key performance targets
  • Monitor and analyse call volumes, service levels and other operational metrics to identify areas for improvement
  • Develop and implement strategies to enhance the customer experience and drive operational efficiency
  • Provide coaching, training and support to customer service agents to develop their skills and enhance performance
  • Collaborate with cross-functional teams to address customer queries and resolve issues in a timely manner
  • Ensure compliance with industry regulations, company policies and quality standards
  • Contribute to the development and implementation of new processes and procedures
  • Assist with the recruitment, onboarding and performance management of customer service team members
  • What We're Looking For

  • 3-5 years of experience in a call centre or customer service operations management role, ideally within the healthcare industry
  • Strong leadership and people management skills with the ability to inspire, motivate and develop a team
  • Excellent problem-solving and decision-making abilities, with a focus on continuous improvement
  • Proficient in data analysis and reporting, with the ability to identify trends and implement data-driven solutions
  • Exceptional communication and interpersonal skills, with the ability to liaise effectively with stakeholders at all levels
  • Thorough understanding of call centre operations, workflow management and quality assurance processes
  • Familiarity with healthcare industry regulations and compliance requirements
  • What We Offer

    Firstsource Solutions Limited is committed to providing a supportive and rewarding work environment for our employees. In addition to a competitive salary, we offer a range of benefits including comprehensive health insurance, life insurance, and retirement plans. We also prioritise work-life balance with flexible work arrangements and opportunities for career development and growth.

    If you're an enthusiastic and driven individual with a passion for customer service and a proven track record in call centre operations, we'd love to hear from you. Apply now to join our team and be a part of our continued success.

    Employer questions

    Your application will include the following questions:
    • What's your expected monthly basic salary?
    • Which of the following types of qualifications do you have?
    • How many years of people management experience do you have?

    Company profile

    Company Logo for Firstsource Solutions Limited
    Information & Communication Technology101-1,000 employees

    Firstsource is a leading global provider of business process outsourcing (BPO) services offering a wide range of services across banking and financial services, telecommunications and media, and the healthcare industry. Firstsource provides services throughout the customer lifecycle, including customer acquisition, customer care, billing and collections, transaction processing and business research and analytics.

    To learn more about us, visit www.firstsource.com.

    Perks and benefits
    Medical
    Miscellaneous allowance
    Education support
    Loans
    Dental
    Life Insurance

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