BPO Assistant Manager - Operations PHRN (Hybrid)

Key skills
BS Nursing
PHRN
clinical experience
BPO
Supervisory Experience

Job title: Assistant Manager - Operations PHRN
Work set up: Hybrid (Pasay-MOA)
Work shift: Shifting
Salary: 50k to 60k package
Target start date: ASAP

Education and License Requirements:

 Must have a Bachelor of Science Degree in Nursing from an accredited institution in the Philippines.
 Must possess and maintain an active Philippine Registered Nurse license, free from any restrictions, including, but not limited to, any sanctions, revocations, or suspensions, and comply with continuing education requirements to maintain this license.

Work Experience Requirements:

 Must have at least one (1) to two (2) years active experience in a clinical or medical setting where a valid and unencumbered Philippine nursing license is required to function.
 At least one (1) to two (2) years of Business Process Outsourcing (BPO) experience in a contact center or group insurance account (eg. Disability Insurance, Healthcare) would be a plus.
 At least one (1) to two (2) years of supervisory/administrative management, training, and/or quality/process excellence experience would be a plus.

Process Specific Skills:

 Service level targets
 Solid clinical knowledge base
 Industry / domain knowledge (eg. Disability Insurance)
 Excellent communication and presentation skills using the English language
 Ability to present and relay complex information in a simple and easy to understand manner
 Ability to quickly understand and comprehend unfamiliar or complex situations
 Prioritization of stakeholder needs
 Strong customer service focus
 Effective engagement in a fast-paced, team-based and corporate environment

Technical Skills:

 Proficient with computer systems and software including Microsoft Outlook, Word, Excel, OneNote and PowerPoint
 Basic Knowledge of using Web Browsers, Search Engines etc.
 Client systems knowledge
 Productivity measures

Basic Functions:

 Perform all basic functions outlined in the Job Description of the Frontline Staff
 Ensure that the team meets all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
 Lead the team in observing company policies and stable attrition management
 Serve as a bridge between middle management and frontline staff
 Interact with middle managers, support, as well as stakeholders of the same ranking

Essential Functions:

 Perform all essential functions outlined in the Job Description of the Frontline Staff
 Monitor process performance and ensure SLAs are being measured accurately
 Timely and accurate reporting of both internal and external results
 Prepare client presentations where performance data is interpreted and analyzed
 Drill down causes low performance among frontline staff
 Provide insights on what is happening to each process
 Provide solutions to challenges encountered related to SLAs or KPIs
 Coordinate with operations, quality, and training teams
 Provide regular coaching and interaction with frontline staff to address concerns and guide performance towards goals
 Train and onboard new staff as required in partnership with the support personnel
 Perform quality audits as required to ensure calibration of process workflows in partnership with the process trainer, quality compliance analyst, or any other support personnel
 Forecast and manage attrition in a timely manner

Primary Internal Interactions:

 All primary internal interactions as outlined in the Job Description of the Frontline Staff
 Coordination with process leaders and support on discussion of performance measures
 Initiation, coordination and implementation of projects to improve performance
 Coaching of frontline staff
 Identification and development of successors

Primary External Interactions:

 All primary external interactions as outlined in the Job Description of the Frontline Staff
 Reports on a weekly, monthly, quarterly, or annual basis regarding SLAs to management and external stakeholders
 Engagement of external stakeholders to maintain good client relationship