Team Manager - Healthcare (Onsite)

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

The Team Manager is responsible for leading a team of healthcare operations professionals, ensuring the achievement of service delivery, quality, productivity, compliance, and customer experience objectives. This role drives team performance through effective coaching, performance management, operational excellence, and employee engagement initiatives.

Key Responsibilities:

• Lead, coach, and develop a team to achieve and exceed operational KPIs, quality standards, productivity targets, and service level commitments.
• Conduct regular performance reviews, coaching sessions, and development conversations to improve individual and team performance.
• Monitor team metrics including attendance, schedule adherence, attrition, shrinkage, productivity, and quality performance.
• Analyze operational data and trends, identify improvement opportunities, and implement action plans to address performance gaps.
• Ensure compliance with client requirements, healthcare regulations, internal policies, and operational procedures.
• Partner with Operations Managers and support functions to drive business goals and operational improvements.
• Manage escalated issues and provide timely resolution while maintaining a positive customer experience.
• Foster a high-performance culture through employee engagement, recognition, and continuous learning initiatives.
• Drive process improvement and operational excellence initiatives within the team.

Required Qualifications:

• At least 2 years of experience in a Team Manager, Supervisor, or people management role within a BPO, shared services, healthcare operations, or contact center environment.
• Strong experience in performance management, coaching, and employee development.
• Knowledge of contact center and operational metrics such as Productivity, Quality, SLA, AHT, CSAT, Attendance, and Schedule Adherence.
• Strong analytical and problem-solving skills with the ability to interpret reports, identify trends, and develop action plans.
• Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Excellent verbal and written communication skills.
• Strong stakeholder management and leadership capabilities.
• Ability to work effectively in a fast-paced, metrics-driven environment.

Preferred Qualifications:

• Bachelor's degree preferred.
• Experience supporting healthcare, payer, provider, patient services, medical administration, revenue cycle, or healthcare contact center operations.
• Familiarity with HIPAA compliance and healthcare industry best practices.
• Experience leading teams supporting healthcare customers or healthcare-related processes.
• Exposure to process improvement and operational excellence methodologies.

Internal Requirements:

• 12 months' tenure in the recent role
• No active DA in the past 6 months
• Annual PDP rating of 4 (exceeds expectations) or 5 (outstanding)
• Healthcare leadership experience is preferred