Remote Operations Lead - Assistant Manager

Sagility; Oregon; Hybrid; USD 60,000 - 90,000; Full time

Job summary

Sagility is seeking an Assistant Manager-Operations to lead and develop Sr. Supervisors in our United States-based, work-at-home operations. You will coach teams, monitor performance metrics, and coordinate with Account Management and Workforce Management to balance client needs with profitability.

In this role, you will drive process improvements, ensure service quality, and provide growth opportunities while maintaining a safe, efficient remote work environment for the team.

Qualifications

• High School Diploma or equivalent required; BA/BS preferred but not necessary.
• Experience in customer service/call center with 1 year in management; healthcare experience preferred.

Responsibilities

• Provide day-to-day leadership, coaching and development to Sr. Supervisors.
• Review statistics to meet service quality and timeliness goals (quality scores, CSAT, call handle times, abandon rates, service levels).
• Identify process improvements and implement resolutions to increase client satisfaction and profitability.
• Oversee enhancements to client programs, including staffing, training and attendance.
• Collaborate with Account Management and Workforce Management to optimize staffing for client objectives and profitability.
• Ensure service quality for all work performed by the team.
• Participate in client visits and roundtables to provide input on performance.
• Coordinate with Manager Operations to balance team needs with organizational needs.
• Provide growth development opportunities and promote teamwork.
• Train and mentor Supervisors and CSRs; maintain a safe work area and high service standards.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Data interpretation

Process improvement

Leadership

Coaching

Team management

Workflow optimization

Training

Safety

Education

High School Diploma or equivalent

BA/BS in Business Administration or related field

Tools

Phone systems

Office software

Job description

Sagility is seeking an Assistant Manager-Operations to lead and develop Sr. Supervisors in our United States-based, work-at-home operations. You will coach teams, monitor performance metrics, and coordinate with Account Management and Workforce Management to balance client needs with profitability.

In this role, you will drive process improvements, ensure service quality, and provide growth opportunities while maintaining a safe, efficient remote work environment for the team.