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 & Tools
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