Hiring Operations Team Leader (Premium Healthcare)

SAGILITY PHILIPPINES B.V. BRANCH OFFICE; Quezon City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A healthcare service provider is seeking a Customer Service Supervisor to lead a team of advocates in the Quezon City office. The ideal candidate will possess strong leadership skills and experience in U.S. healthcare customer service. Responsibilities include motivating team members, utilizing metrics for performance improvement, and collaborating across departments to enhance service delivery. Candidates should have a passion for customer advocacy and excellent communication skills.

Qualifications

• 2+ years experience managing a Customer Service or Contact Center environment preferred.
• 3+ years of customer service or advocacy experience required.
• US Healthcare Account handling experience required.

Responsibilities

• Leads and supports the daily operations of a team of 15 Advocates.
• Motivates, coaches and develops their team members.
• Uses metrics to identify needed performance improvement.

Skills

Customer focus

Motivating others

Excellent communication

Time management

Education

High School Diploma or Bachelor’s degree

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.

Qualifications

• High School Diploma or Bachelor’s degree preferred

• 2+ years of experience managing a Customer Service or Contact Center environment preferred

• 2+ years experience as a SME, Lead or Quality or Performance Coach preferred

• 2+ years of experience using KPI tools to access and improve performance preferred

• 3+ years of customer service or advocacy experience required

• US Healthcare Account handling experience required

• Experience and passion for leading, developing and motivating employees required

• Deep understanding and passion for serving customers

• Excellent communication, interpersonal and negotiation skills required

• Ability to drive change and make process improvements required

• Prior experience leading projects to enhance business outcomes

• Strong time management skills required

Position Summary

In this vital role, the Customer Service Supervisor is focused on engaging and motivating their team to make personal connections with customers. They support Service 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.

Responsibilities

• Leads and supports the daily operations of a team of 15 Advocates; either virtually or in an office. Motivates, coaches and develops their team members.

• 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.

• 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.

• 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.