Operations Manager

Job Code : REQ-012865

Work@Home USA Fully Remote

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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.