BPO Operations Manager – Australian Healthcare Company

BPO Operations Manager – Australian Healthcare Company

Company: CareWell Diagnostix
Location: Philippines – Remote / Work From Home
Employment: Full-Time
Working Hours: Australian business hours (Melbourne/Victoria time)

About CareWell Diagnostix

CareWell Diagnostix is a growing Australian diagnostic imaging organisation providing radiology and healthcare services across multiple locations in Melbourne.

We have a growing Philippines-based remote team supporting our Australian operations and are looking for an experienced BPO Operations Manager who can lead, develop and support this team as we continue to grow.

This is not simply a monitoring role. We are looking for someone who can take ownership, develop people, improve processes and build a high-performing and positive remote team culture.

Key Responsibilities

You will be responsible for:

Managing and supporting our Philippines-based remote reception and administration team
Monitoring daily attendance, punctuality, productivity and performance
Conducting daily team huddles and regular one-on-one coaching
Ensuring phone calls, bookings, email s and administrative tasks are handled accurately and professionally
Monitoring call quality and customer service standards
Coaching team members and providing constructive feedback
Managing rosters, breaks, leave and workforce coverage
Identifying performance or behavioural issues early and addressing them professionally
Supporting recruitment, interviewing, onboarding and training of new team members
Developing and maintaining SOPs, training materials and workflows
Tracking KPIs and preparing concise performance reports for Australian management
Identifying workflow problems and recommending improvements
Escalating important operational or patient-related matters appropriately
Helping create a culture of accountability, respect, continuous improvement and teamwork
Maintaining strict confidentiality and following healthcare privacy and information-security requirements
Who We Are Looking For

You should have:

Previous experience as a BPO Team Leader, Operations Manager, Workforce Manager or similar leadership role
Strong experience managing remote or BPO-based teams
Excellent spoken and written English
Strong people-management and coaching skills
Experience managing KPIs, attendance, productivity and quality
Confidence handling difficult conversations and performance issues respectfully
Strong problem-solving and decision-making skills
Excellent organisational and time-management skills
Ability to work independently without requiring constant supervision
Strong computer and technology skills
Experience with CRM, VoIP/call-centre systems, Microsoft 365 or similar platforms
Stable high-speed internet and a professional work-from-home environment

Healthcare, medical reception, diagnostic imaging or Australian customer-service experience will be highly regarded but is not essential.

The Person We Want

Qualifications are important, but character and leadership style matter just as much to us.

We are looking for someone who is:

Accountable. Calm under pressure. Proactive. Emotionally intelligent. Highly organised. Honest. Coachable. Respectful but firm.

You should genuinely enjoy developing people rather than simply supervising them.

When something goes wrong, we want a manager who asks:

“How can I solve this, prevent it happening again, and help my team improve?”

What Success Looks Like

Within this role, success means:

The remote team is reliable and well organised
Attendance and punctuality are consistently managed
Staff understand their responsibilities and KPIs
Customer service and call quality remain high
Problems are identified before they become major issues
New employees are onboarded effectively
SOPs and processes are consistently followed
Australian management receives clear visibility without needing to micromanage the team
How to Apply

Please apply with your CV and include brief answers to the following:

How many people have you directly managed?
What BPO/team leadership experience do you have?
What KPIs did you personally manage in your previous role?
Tell us about a time you turned around an underperforming employee.
How do you manage a high-performing employee who is difficult to coach?
What would you do if a staff member repeatedly arrived late despite previous coaching?
What systems have you used for call monitoring, CRM, workforce management or performance reporting?
What is your expected monthly salary in PHP?
Are you comfortable working Melbourne, Australia business hours, including daylight-saving changes?

Important: Please begin your application with the words “CareWell Leadership” so we know you have read the advertisement carefully.