Job Description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25, 000 employees across 5 countries.

The role of a Manager Operations is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.

Job title:

Operations Manager

Job Description:

Education:

• High School Diploma or equivalent required. BA/BS in Business Administration or related field or equivalent preferred but not necessary.
  

Experience:

• 4+ years experience in customer service, call center or related field, including 3 years in management. Healthcare Industry Preferred
  

Mandatory Skills:

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
  
• Ability to improve and/or transform teams processes across functions within the organization.
  
• Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.
  
• Strong coaching and leadership skills, ability to develop and motivate employees towards improved performance.
  
• Ability to delegate and manage work loads and projects across functions within the organization.
  
• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
  
• Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.
  
• Strong operational and financial acumen, executive presence, and the ability to lead multiple sites.
  
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
  
• Advanced customer focus and customer service skills.
  
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  
• Ability to handle reporting, financial analysis (cost-effectiveness, cost-benefit etc.) & budgeting.
  

Roles & Responsibilities:

• Provides day-to-day leadership, coaching and development to Supervisors, Sr. Supervisors or Assistant Managers.
  
• Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores, customer satisfaction, account notations, call handle times, abandon rates and service levels.
  
• Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis. Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.
  
• Oversee and/or delegate necessary enhancements to client programs or servicing therein. This may include areas such as staffing, training, attendance and quality.
  
• Work closely with Account Management to deliver critical client communication and provide information for performance review meetings.
  
• Work with Workforce Management to optimize staffing to achieve proper balancing of client servicing objectives and company profitability.
  
• Responsible for service quality for all work performed by his/ her employees.
  
• Ensure accountability through the front line employees are being delivered daily, weekly, and monthly.
  
• Participate and lead client visits and roundtables to provide input on program performance or new programs being offered.
  
• Coordinate with other Manager Operations and Leadership team to balance needs of individual team with needs of the entire organization.
  
• Provide growth development opportunities..
  
• Promote teamwork and cooperative effort.
  
• Help train and provide guidance to other employees within the organization.
  
• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
  
• Ensure both internal and external customers are provided with the highest quality service.
  

Salary: $58, 000.00 and up dependent on experience and location

Sagility Offers Competitive Benefits Including: ?

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• Medical?
  
• Dental?
  
• Vision?
  
• Life Insurance?
  
• Short-Term and Long-Term Disability?
  
• Flexible Spending Account?
  
• Life Assistance Program?
  
• 401K with employer contribution?
  
• PTO and Sick Time?
  
• Tuition Reimbursement?
  

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Join our team, we look forward to talking with you! ?

An Equal Opportunity Employer/Vet/Disability ?

Location:

Work@Home USAUnited States of America