Intellect

Helpline Operations Lead

Intellect

full-time

Posted on:

Location Type: Hybrid

Location: Manila • Philippines

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Job Level

Senior

About the role

  • The Helpline Operations Lead oversees Intellect’s helpline and crisis intervention services from strategy to execution, directly managing both Helpline & Ranger Operations teams to drive effective planning, seamless service delivery, and continuous improvement.
  • This role is responsible for leading efforts to strengthen helpline readiness, service reliability, and quality at scale.
  • Build and maintain a resilient and high-performing ranger workforce, and advance operational excellence through insights, governance, and best practices.

Requirements

  • - At least 5-6 years of direct experience in operations or service delivery leadership role, preferably in healthcare, mental health, EAP, crisis services
  • - Clinical experience in crisis intervention management is preferable but not mandatory
  • - Proven experience leading teams and managing complex, multi-stakeholder operations
  • - Strong analytical skills with demonstrated ability to leverage data to drive quality, performance, and operational decisions
  • - Expertise in SLA management, quality frameworks, and continuous improvement initiatives
  • - Excellent stakeholder management and communication skills, including cross-functional collaboration across stakeholders at all levels
  • - Ability to provide decisive leadership and support in fast-paced, high-stakes 24/7 operational environment, stepping in to manage escalations and critical issues as they arise
  • - Experience with workforce planning, capacity management, or large-scale service operations is a strong advantage
  • - Proficiency in data analysis and reporting, with the ability to lead data-driven initiatives that enhance service quality
  • - Strong problem-solving skills and a proactive approach to resolving complex operational challenges
  • - Excellent project and stakeholder management skills, with proven ability to manage multiple priorities, meet deadlines, and drive operational excellence
  • - Ability to thrive in a dynamic and rapidly changing environment, adapting to new challenges and operational needs
  • - Fluent in English and local language, both written and spoken
Benefits
  • **Why You’ll Love Working With Us:**
  • - **Global company** – work in a diverse environment with people from nearly 20 countries
  • - **Generous leave policy** – time off to rest and recharge
  • - **Christmas week off** – company-wide break during Christmas, separate from annual leave
  • - **Birthday leave** – enjoy a day off on your birthday
  • - **Quarterly mental health days** – one day off every quarter to focus on your wellbeing
  • - **Flexible work arrangements** – work in a way that suits your lifestyle and goals
  • - **Work-life balance** – a culture that values personal time and long-term wellness
  • - **Medical coverage** – comprehensive insurance for peace of mind
  • - **Performance bonus** – high performance is recognised and rewarded
  • - **Development budget** - annual allowance to support your professional development
  • - **Mental health support** – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
  • - **Socials** **and communities **– regular non-work events/activities to connect and have fun together

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
operations managementservice deliverycrisis intervention managementdata analysisSLA managementquality frameworkscontinuous improvementworkforce planningcapacity managementproject management
Soft skills
analytical skillsstakeholder managementcommunication skillsleadershipproblem-solving skillscross-functional collaborationadaptabilityproactive approachtime managementdecision-making