Operations Manager
Job Code : REQ-012826
Quezon City Fully OnsiteAbout Sagility
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.
Duties and Responsibilities below are applicable for both in-office-based and telework based employees:
? Understand the healthcare Business Strategy and managed care direction.
? Utilize and be familiar with current system functions, applications and enhancements.
? Additional responsibilities include development and training of self and coworkers
? Uphold the account and Sagility's Core Values at all times
? Maintains the highest level of integrity with the information used.
Operations Management Function:
? Able to define daily metrics for the account - AHT, TSF, Abandon rate, ASA; Weekly/Monthly metrics are cumulative of the daily metrics with the addition of QA, FCR & CSAT scores.
? Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports.
? Work with Shift Managers to administer program and implement both client and in house policy.
? Ensure that operations are being managed accordingly on a day-to-day basis.
? Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics.
? Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary.
? Monitor daily all areas of performance metrics to assure that standards are met across the board using the chronicle.
? Attend weekly operations review and present action plans to issues that need to be addressed.
? Collate and respond to operational issues as reported by Shift Managers ? as needed.
? Escalate operational issues beyond level of authority to the Operations Director or the next level of escalation
? Follow the escalation procedures set by the client to report when system needed (system error/downtime) to handle calls are not working effectively
? Submit weekly and monthly ops review report to the Operations Director.
? Perform Analysis on monthly Financial estimates, P & L and address variations both positive and negative and report to the Operations director
? Strategies the Man power request, resource request to ensure adequate staffing to successfully run the operations
Quality Management/Standards Compliance Function:
? Minimize or manage at acceptable level the customers? complaints
? Work with Client Relationship manager, and Operations Director to further develop program and implement policy ? as needed.
? Work with the Shift Managers and Training and Quality Manager in coordination with other groups in coming up with programs that will help further develop the associates.
? Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
? Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.
Quality Tools : Basic Quality control tools, concepts for statistical analysis
? Create Dash boards to monitor Daily, weekly & monthly performance
? Create Preventive & corrective action plans for metrics not being met or that needs improvement
Job title:
Job Description:
DUTIES & RESPONSIBILITIES:
Duties and Responsibilities below are applicable for both in-office-based and telework based employees:
? Understand the healthcare Business Strategy and managed care direction.
? Utilize and be familiar with current system functions, applications and enhancements.
? Additional responsibilities include development and training of self and coworkers
? Uphold the account and Sagility's Core Values at all times
? Maintains the highest level of integrity with the information used.
Operations Management Function:
? Able to define daily metrics for the account - AHT, TSF, Abandon rate, ASA; Weekly/Monthly metrics are cumulative of the daily metrics with the addition of QA, FCR & CSAT scores.
? Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports.
? Work with Shift Managers to administer program and implement both client and in house policy.
? Ensure that operations are being managed accordingly on a day-to-day basis.
? Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics.
? Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary.
? Monitor daily all areas of performance metrics to assure that standards are met across the board using the chronicle.
? Attend weekly operations review and present action plans to issues that need to be addressed.
? Collate and respond to operational issues as reported by Shift Managers ? as needed.
? Escalate operational issues beyond level of authority to the Operations Director or the next level of escalation
? Follow the escalation procedures set by the client to report when system needed (system error/downtime) to handle calls are not working effectively
? Submit weekly and monthly ops review report to the Operations Director.
? Perform Analysis on monthly Financial estimates, P & L and address variations both positive and negative and report to the Operations director
? Strategies the Man power request, resource request to ensure adequate staffing to successfully run the operations
Quality Management/Standards Compliance Function:
? Minimize or manage at acceptable level the customers? complaints
? Work with Client Relationship manager, and Operations Director to further develop program and implement policy ? as needed.
? Work with the Shift Managers and Training and Quality Manager in coordination with other groups in coming up with programs that will help further develop the associates.
? Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
? Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.
Quality Tools : Basic Quality control tools, concepts for statistical analysis
? Create Dash boards to monitor Daily, weekly & monthly performance
? Create Preventive & corrective action plans for metrics not being met or that needs improvement
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