Associate Manager Operations

Sagility; Westminster (CO); Remote; USD 65,000 - 75,000; Full time

Job summary

Sagility, a leader in healthcare services, seeks an Associate Manager Operations to optimize account performance in a dynamic environment. The role involves coaching supervisors and enhancing customer service quality. Ideal candidates will have managerial experience and exceptional skills in customer service, problem-solving, and team leadership, with an attractive benefits package offered.

Benefits

Medical

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

Qualifications

• 2+ years in customer service or related field, with management experience preferred.
• Exceptional interpersonal, customer service, and problem-solving skills.
• Ability to coach and motivate teams towards efficiency.

Responsibilities

• Assist in managing overall account performance and financial profits.
• Coach and develop Sr. Supervisors to deliver quality performance.
• Drive continuous improvement efforts related to call metrics.

Skills

Customer Service

Problem-Solving

Communication

Team Leadership

Conflict Resolution

Education

High School Diploma or equivalent

BA/BS in Business Administration or related field

Job description

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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 an Assistant Manager Operations is to assist in managing overall account performance and financial profits by coaching and developing Sr. Supervisors to deliver quality performance. Managing Sr. Supervisors to ensure day to day operations are successful

Job title:

Associate Manager Operations

Job Description:

Education:

• High School Diploma or equivalent required. BA/BS in Business Administration or related field or equivalent preferred but not necessary.

Experience:

• 2+ years experience in customer service, call center or related field, including 1 year 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 understand basic data and take appropriate action.
• Ability to drive individual and teams efficiency and productivity through effective and efficient metric management.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to strategically lead and develop team 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.
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
• Advanced customer focus and customer service skills

Preferred Skills:

• Provide day-to-day leadership, coaching and development support to direct reports (Sr. Supervisors).
• 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/ line adherence.
• 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 necessary enhancements to client programs or servicing therein. This may include areas such as staffing, training, attendance and quality.
• Work closely with Account Management and 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.
• Participate in client visits and roundtables to provide input on program performance or new programs being offered.
• Coordinate with Manager Operations to balance needs of individual teams with needs of the entire organization.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to other Supervisors, Sr. Supervisors and CSRs within the organization.
• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
• Provide internal and external customers with the highest quality service.

Sagility Offers Competitive Benefits Including:

• Medical
• 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

Location:

Work@Home USAUnited States of America

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management

• Industries

  Outsourcing and Offshoring Consulting

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