**Job title: Deputy Manager - Operations**

Process: Healthcare

Work set-up: Night and shifting schedule, work onsite

Location: Cebu

Salary range: 40K-66K

Qualifications:

• College Graduate/Bachelor’s degree of any field

• At least 3-4 years assistant manager experience handling US healthcare account

• Must be able to support a cluster and supervise team leads in a BPO setting

• US healthcare experience required

• Prefer college graduate or who has a bachelor's degree

Minimum roles and responsibilities required are, but are not limited to, the following:

• Act as deputy to operations manager of the project

• Handle team leads, upon go-ahead of account delivery head or operations manager (basis current headcount conventions and requirements OR handle an ad-hoc or special process, as may be required

• Drive team performance

• Periodic Client Interaction

• Cascade process changes / updates to all agents within his/her scope

• Serve as mentor to new agents

• Provide weekly 1:1 coaching sessions for performance feedback

• Performance management

• Support the learning environment

• Support agents with hands on ability to research and resolve complicated issues in a fast paced environment

• Enforce Code of Conduct

• Institute Performance Improvement Plans if needed

• Take on special / ad hoc tasks as may be assigned

• Perform other tasks as may be assigned

Minimum skills required are, but not limited to, the following:

• Knowledge of applicable operational platforms

• Works independently

• Demonstrates initiative and innovative thinking

• Clear and concise communication skills

• Real time problem solving skills

• Knowledge of MS Office

• Understanding of Healthcare Payer scope of services and compliance