Careers at Sagility

The Customer Service Senior Supervisor is a leadership role within the Customer Service team primarily focused on coaching, developing, engaging, and motivating their team to make personal connections with customers. They support Customer Advocates by ensuring they have the right tools and training, to identify root causes for service challenges, and by helping to remove barriers to excellent service. Customer focus, motivating others, setting priorities, and removing barriers for your team are some of the essential skills required. Continuous improvement, and working collaboratively with other departments and colleagues, will be critical to success.Senior Supervisor (Premium Healthcare Account)

Job Description

Education:
• High School Diploma or GED required. Bachelor's Degree or advanced degree preferred.

Experience:
• • 3+ years’ experience within a complex, large-scale/high volume customer facing operations required. 
• 2+ years of prior direct people management experience with demonstrated results in leading and developing a team required.
• 3+ years of experience in one or all the following backgrounds highly recommended:
o US Employer Medical Contact Center Operations Background:
§ Proclaim, PMHS, or Facets
§ Medical One Guide
• Proficient using MS Office software.

Mandatory Skills:
• • Innovative, strategic, and creative thinking skills with a focus on continuous process improvement is required.
• Highly collaborative individual with the ability to drive change and influence within a cross-functional matrix team environment required.
• Experience with PCS (Post Call Survey) for CSAT required and a proven history of improving an operation’s overall effectiveness and efficiency while improving the customer experience.
• Strong communication (oral and written), facilitation, and presentation skills.

Preferred Skills:

Roles & responsibilities :
• • Leads and supports the daily operations of a team of 10-20+ Advocates virtually or in office. Motivates, coaches, and develops their team members for meeting team targets.
• Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created.
• Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
• Executes role with high degree of empathy for customers and colleagues and reinforces this expectation with direct reports
• Reinforces the importance of listening to customers, advocating for them by sharing information that will help them to better meet their healthcare needs.
• Partners with short- and long-term capacity planners to meet resource needs to deliver on operational and customer expectations.
• Use metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.
• Participate in the technology strategy and implementation of initiatives. Collaborates with technology partners and cross functional groups maximize effectiveness and efficiency.
• Participates with HR in hiring, onboarding, training, development, compensation planning and performance management. Builds an inclusive environment that values different perspectives.
• Team success as measured by customer and provider satisfaction, with specific operational metrics and quality assessments
• Employee retention and development
• Contributions from enterprise-wide projects and involvement
• Achievement of specific department annual goals
• Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.
• Participates in the technology strategy and implementation of initiatives. Collaborates with technology partners and cross functional groups maximize effectiveness and efficiency.
• Participates with HR in hiring, onboarding, training, development, compensation planning and performance management. Builds an inclusive environment that values different perspectives.

Quezon City, Bridgetowne GBF TowerPhilippines