Team Manager (Healthcare)

Location: Onsite in Angeles City, Central Luzon, Philippines; shifting schedules required.

Company

hirify.global delivers digital engineering, artificial intelligence, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Lead, coach, and develop a team of Customer Service Associates supporting a healthcare account.
• Monitor team performance, service targets, attendance, productivity, schedule adherence, and employee engagement.
• Conduct coaching sessions, feedback discussions, and performance reviews.
• Identify improvement opportunities, analyze performance data, and implement action plans.
• Handle escalated customer concerns and collaborate with Operations Managers and support teams to resolve issues.
• Promote a positive, inclusive, and high-performing work environment while supporting account-specific initiatives.

Requirements

• Bachelor's degree or equivalent work experience.
• At least 2 years of experience as a Team Manager, Supervisor, or Team Leader in a BPO, contact center, or customer service environment.
• Strong leadership, coaching, people management, problem-solving, decision-making, analytical, and organizational skills.
• Excellent verbal and written English communication skills.
• Proficiency in Microsoft Office, 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.
• Willingness to work onsite in Angeles City and on shifting schedules.

Nice to have

• Experience managing healthcare, insurance, or healthcare-related customer service programs.
• 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.

Culture & Benefits

• Customer-first and results-oriented environment.
• Focus on accountability, coaching, mentoring, and team motivation.
• Emphasis on positive relationships and an inclusive, high-performing workplace.
• Confidential handling of candidate information under EEO guidelines.