Operations Manager

View Moreicons; United States; Remote; USD 58,000 - 80,000; Full time

Job summary

An established industry player is seeking an Operations Manager to enhance client satisfaction and profitability. This role involves leading a team, improving processes, and ensuring service quality across multiple sites. The ideal candidate will have a strong background in customer service and management, with exceptional interpersonal and problem-solving skills. Join a forward-thinking organization that values teamwork and offers comprehensive benefits, including medical, dental, and tuition reimbursement. This is a fantastic opportunity to make a significant impact in a dynamic environment.

Benefits

Medical

Dental

Vision

Life Insurance

Short-Term Disability

Long-Term Disability

Flexible Spending Account

Life Assistance Program

401K with employer contribution

PTO and Sick Time

Tuition Reimbursement

Qualifications

• 4+ years in customer service or call center, with 3 years in management.
• Exceptional skills in communication, problem-solving, and conflict resolution.

Responsibilities

• Lead and coach Supervisors and Assistant Managers to meet operational goals.
• Identify process improvements to enhance client satisfaction and profitability.
• Ensure high-quality service and accountability from frontline employees.

Skills

Interpersonal Skills

Customer Service Skills

Problem-Solving Skills

Verbal Communication

Written Communication

Conflict Resolution

Coaching Skills

Leadership Skills

Financial Acumen

Multitasking Skills

Education

High School Diploma

BA/BS in Business Administration

Tools

Software Applications

Phone Systems

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.

Salary: $58,000.00 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

Location: Work@Home USA, United States of America