Careers at Sagility

Operations Management Function:
• 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 Operations Manager 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.
• Attend weekly operations review and present action plans to issues that need to be addressed.
• Collate and respond to operational issues as reported by Operations Manager – as needed.
• Escalate operational issues beyond level of authority to the Senior Operations Manager – as needed.
• Inform Account Manager, Director, and Senior Vice-President of Operations when the system needed (system error/downtime) to handle calls are not working effectively – as needed.
• Submit weekly and monthly ops review report to the Senior Vice-President of Operations and Clients.Senior Operations Manager

DUTIES & RESPONSIBILITIES:

Operations Management Function:

• 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 Operations Manager 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.
• Attend weekly operations review and present action plans to issues that need to be addressed.
• Collate and respond to operational issues as reported by Operations Manager – as needed.
• Escalate operational issues beyond level of authority to the Senior Operations Manager – as needed.
• Inform Account Manager, Director, and Senior Vice-President of Operations when the system needed (system error/downtime) to handle calls are not working effectively – as needed.
• Submit weekly and monthly ops review report to the Senior Vice-President of Operations and Clients.

Training and Quality Management/Standards Compliance Function:

• Minimize or manage at acceptable level the customers’ complaints
• Work with Account Manager, Operations Director and Senior Vice President for Operations to further develop program and implement policy – as needed.
• Work with the Operations Manager and Training and Quality Manager, and Process Improvement 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.
• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is following Privacy Rules Standard.
• Work with Process Improvement Manager to implement initiatives that will drive performance.
• Work with Quality Manager to ensure monitoring coverage as stipulated in the SOW
• Work with the Training Manager to plot sustainable Training Calendar and Activities, smooth transition to Operations, and deliver quality trainees acceptable to the standards set by the Client and Operations.

Staff Development Function:

• Ensure that the Contact Center meets productivity standards – daily.
• Provide daily leadership and motivation to the team (Operations Manager, Training Manager, Quality Manager and Process Improvement Manager).
• •Conduct monthly one-on-one coaching to Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.
• Devising a strategic communication plan to ensure all changes are relayed on time and accurately.
• Create incentives for all staff in conjunction with meeting performance measurements.
• Conduct weekly meeting with the Managers and discuss team and program performance, issues and share best practices.
• Design development plans for the Managers.  Prepare for succession plan if in case the position got vacated in the future.
• Initiate and support all employee satisfaction and workplace programs. 
• Consult personnel / program issues to Operations Director or VP for Operations in terms of further decision-making.
• Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition.
• Regularly spot-checks agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement.

Client Management:

• Interfaces with Cigna Vendor Managers on a daily basis to address operational concerns, issues and metrics
• Interfaces with Cigna Transition Program Manager from time to time to give updates on the deliverables during the transition and implementation phase.
• Interfaces with Cigna Training Manager for all Training related issues and concerns. Facilitate and update smooth roll out of the Training Calendar and Ad Hoc Trainings provided by
• Interfaces with Cigna Quality Supervisor for all quality related issues and concerns.
• Interfaces with Cigna Reporting and Special Projects Group for other operational requirements and process improvement initiatives.
• Ensures daily, weekly, and monthly reports are submitted to the client on time.
• Submits every first week of the month to the Vendor Managers, the previous month’s Invoice and supporting details.

Others:

• Perform tasks assigned by the Senior Vice President for Operations from time to time.
• Prepare composite reports from the individual reports of subordinates.
• Communicate as needed with other departments within the Contact Center about operational and personnel issues.
• Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, planning & process improvements.
• Communicate and Coordinate with the other departments and Clients during the transition phase for smooth implementation of the program
• Responsible in hiring and recruiting key personnel of the program from both internal and external sources.

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act and URAC.

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in the ff.:

Communication Skill (Spoken) Communication Skill (Written) Customer Service Orientation Computer Literacy Thriving in Change Facilitation Skills Coaching Performance Management Discipline Management Conflict Management

With Expert Competency Level in the ff.:

People Management/ Team Orientation Drive for Results/ Execution Expertise/ Analytical Skills Product Knowledge Problem Solving Presentation Skills Process Improvement Fiscal Management Business Acumen Change Management Planning, Organizing, Controlling

OTHER REQUIREMENTS:

Reports to: 

Operations Director

Supervises: 

• Operations Manager
• Process Improvement Manager
• Training Manager
• Quality Manager

Education and/or Experience:

• College degree in Nursing Management, Marketing, Psychology or Life Science.
• 5 years customer service experience, 2-year managerial experience.

Certificates, Licenses, Registrations:

• Preferably, with an Active US/ Philippines Certified Registered Nurse (RN) license.

Language Skills:

English, additional language a plus.

Computer Skills:

MS Office, Planning, Controlling, Organizing and Management Skills.

Reasoning Ability:

Must be able to problem solve, and determine problems, also to recommend solutions. To seek out better methods of training classes to operate. Strong People Management, customer orientation and Analytical skills.

Work environment:

The work environment is professional, office. Business casual attire.

Physical demands:

May require weekend or evening work.

REVISION HISTORY

Copy revision details below and use BLUE. For details to be taken out, make sure to transfer it under the removed portion and use RED font

DUTIES & RESPONSIBILITIES

Added as of: 01/26/23

Initial release

Removed as of: (Date of Change Approval)

COMPETENCY REQUIREMENTS

Added as of: 01/26/23

Initial release

Removed as of: (Date of Change Approval)

Iloilo, Cybergate, PaviaPhilippines