Assoc Manager, Tech Services (Healthcare)

Location: Taguig City, Philippines; onsite or hybrid work setup with shifting schedules and possible extended hours.

Company

hirify.global provides clinical research services, commercial insights, and healthcare intelligence for the life sciences and healthcare industries.

What you will do

• Supervise and lead a helpdesk team, including work assignment, attendance monitoring, team meetings, and day-to-day issue management.
• Coach, mentor, motivate, and develop team members to meet or exceed key performance indicators.
• Monitor, measure, analyze, and report CMS, qualitative, and efficiency metrics to improve call center operations.
• Conduct regular performance evaluations, maintain employee records, and address performance or behavior issues.
• Ensure training needs are met, communicate process and client changes, and provide subject matter expertise.
• Resolve escalated customer issues and adjust operations to meet service-level agreements and objectives.

Requirements

• Bachelor’s degree in any field.
• At least 2 years of experience managing call center teams composed of analysts.
• Strong understanding of qualitative and efficiency metrics and their relationship to service-level objectives.
• Coaching, mentoring, facilitation, motivation, and team leadership skills.
• Good oral and written communication skills.
• Willingness to work shifting schedules, extended hours when needed, and an onsite or hybrid setup in Taguig City.

Culture & Benefits

• Work includes regular coaching, mentoring, training, and performance development.
• Operational work is aligned with client requirements, service-level agreements, and organizational policies.
• Flexible scheduling may include shifting schedules and extended hours when required.