Remote Operations Lead - Customer Experience & Growth

Sagility; Austin (TX); À distance; USD 60 000 - 80 000; Plein temps

Résumé du poste

Sagility is seeking an Assistant Manager-Operations to provide day-to-day leadership and coaching to Sr. Supervisors within a remote US-based role.

The candidate will monitor metrics, drive process improvements, and ensure high-quality customer service across client programs. Responsibilities include coordinating with Account and Workforce Management to optimize staffing, guiding teams to improved performance, and maintaining strong service levels.

Qualifications

• 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.
• Basic financial analysis (cost-effectiveness, cost-benefit etc.)

Responsabilités

• 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 met in areas of service quality and timeliness.
• Identify areas of process improvement and implement timely resolutions.
• Oversee enhancements to client programs or servicing therein.
• Work with Account Management and Workforce Management to optimize staffing and profitability.
• Responsible for service quality for all work performed by staff.
• Participate in client visits and roundtables to provide input on performance.
• Coordinate with Manager Operations to balance needs of teams with company goals.
• Provide growth development opportunities.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to other Supervisors, Sr. Supervisors and CSRs.
• Maintain a clean, safe, and unobstructed work area.
• Provide internal and external customers with high-quality service.

Connaissances

Interpersonal skills

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Tech proficiency

Process improvement

Data interpretation

Metrics management

Coaching

Leadership

Delegation

Project management

Continuous improvement

Team development

Formation

High School Diploma or equivalent

BA/BS in Business Administration or related field

Description du poste

Sagility is seeking an Assistant Manager-Operations to provide day-to-day leadership and coaching to Sr. Supervisors within a remote US-based role.

The candidate will monitor metrics, drive process improvements, and ensure high-quality customer service across client programs. Responsibilities include coordinating with Account and Workforce Management to optimize staffing, guiding teams to improved performance, and maintaining strong service levels.