Sr. Enablement Supervisor (Training & Quality) l Quezon City

SAGILITY PHILIPPINES B.V. BRANCH OFFICE; Quezon City; On-site; PHP 500,000 - 900,000; Full time

Job summary

SAGILITY PHILIPPINES B.V. BRANCH OFFICE in Manila is seeking an Operations Enablement Senior Supervisor to lead a team of trainers, QA reviewers, and onboarding staff.

You will develop and support teams aligned to business units, deliver training materials, and drive customer experience improvements. You will collaborate with OE peers and partners, manage onboarding, calibrations, coaching, and quality reviews across calls, chats, and emails, and track performance against goals, advocating for

Qualifications

• 2+ years supervisory, management, or coaching leadership experience.
• 3+ years of customer service operations experience.
• Proficiency with quality evaluation platforms, reporting tools, and contact center systems.
• Prior experience in quality review and supervisory capacities within a contact center environment.
• Strong understanding of quality assurance methodologies and evaluation workflows.
• Experience with healthcare-based contact centers or Cigna products is a plus.
• Demonstrated ability to coach, motivate and develop team members.
• Excellent analytical and problem-solving skills.

Responsibilities

• Arrange and lead New Hire Onboarding activities, ensuring all logistics, documentation, system access, and administrative requirements are completed for Support and Frontline teams
• Facilitate calibration sessions with the OE Team, peer groups in the US, and Operations partners to ensure alignment on quality standards and performance expectations
• Conduct Review the Reviewer sessions, providing coaching, mentoring, and structured shadowing to upskill Quality Reviewers and ensure scoring accuracy and consistency
• Lead Quality Talks for new hires, delivering foundational quality guidelines, performance expectations, and best practices during onboarding
• Coach and mentor team members to drive high quality, customer centric service, efficiency and obtain and maintain technical proficiency
• Track performance against goals on a regular basis using key metrics; analyze and act on any barriers to achieving expected service levels in a timely manner
• Lead initiatives aimed at improving customer experience, documentation standards, and advocate performance
• Oversee the end-to-end evaluation process for calls, chats, and emails, ensuring alignment with current Cigna policies, procedures, and regulatory/business requirements
• Analyze audit results to identify performance trends, root causes, and improvement opportunities
• Prepare reporting and insights that inform coaching strategies, training gaps, and operational performance

Skills

Supervisory experience

Coaching leadership

Quality assurance

Customer service operations

Data analysis

Team mentoring

Education

High School Diploma

Job description

About the role

As an Operations Enablement Senior Supervisor you will manage a team of one or a combination of the following roles: trainers, trainer assistants, and quality review and audit lead representatives. As the OE supervisor, you will be responsible for leading, developing, and supporting a team aligned to specific business units.

As a leader of a training team, you will have the opportunity to collaborate with other OE peers and business partners on the development and delivery of materials on company products, processes and technologies. You will manage projects that support the improvement of customer experience and ensure that team members develop, maintain, and increase their own technical and/or process knowledge.

As a leader of a quality team, you will ensure the accurate and consistent evaluation of customer/provider interactions across phone, chat, and email channels, supporting operational excellence, compliance, and continuous improvement. You will provide oversight of the quality review process, partner with operational teams to address performance trends, and drive initiatives that improve experience, documentation accuracy, and workflow efficiency.

Key responsibilities

• Arrange and lead New Hire Onboarding activities, ensuring all logistics, documentation, system access, and administrative requirements are completed for Support and Frontline teams
• Facilitate calibration sessions with the OE Team, peer groups in the US, and Operations partners to ensure alignment on quality standards and performance expectations
• Conduct Review the Reviewer sessions, providing coaching, mentoring, and structured shadowing to upskill Quality Reviewers and ensure scoring accuracy and consistency
• Lead Quality Talks for new hires, delivering foundational quality guidelines, performance expectations, and best practices during onboarding
• Coach and mentor team members to drive high quality, customer centric service, efficiency and obtain and maintain technical proficiency
• Track performance against goals on a regular basis using key metrics; analyze and act on any barriers to achieving expected service levels in a timely manner
• Lead initiatives aimed at improving customer experience, documentation standards, and advocate performance
• Oversee the end-to-end evaluation process for calls, chats, and emails, ensuring alignment with current Cigna policies, procedures, and regulatory/business requirements
• Analyze audit results to identify performance trends, root causes, and improvement opportunities
• Prepare reporting and insights that inform coaching strategies, training gaps, and operational performance

About you

• High School Diploma or advanced degree preferred
• 2+ years Supervisory, Management, or Coaching Leadership experience
• 3+ years of Customer Service Operations experience
• Proficiency with quality evaluation platforms, reporting tools, and contact center systems, preferred
• Prior experience in quality review, lead roles and supervisory capacities within a contact center environment
• Strong understanding of quality assurance methodologies and evaluation workflows
• Experience with Cigna products, Cigna Operations, or healthcare-based contact center environment
• Demonstrated ability to coach, motivate and develop team members
• Highly developed decision-making and problem-solving skills
• Excellent analytical and critical thinking skills