We are currently hiring a talented Operations Manager 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.

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 the 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 Range: $65,000.00 and up dependent on experience and location

Sagility Offers Competitive Benefits Including:

• 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

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

An Equal Opportunity Employer/Vet/Disability