Senior Manager-Operations

Sagility LLC; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Sagility LLC, a leader in healthcare services and BPM, seeks a Senior Manager Operations to drive client satisfaction, retention and account profitability. The role oversees operational performance across assigned accounts, ensuring quality, timeliness and cost effectiveness while leading teams across sites.

Ideal candidates have 5+ years in customer service with 4+ years in management, healthcare experience, and strong leadership; remote/hybrid work is supported.

Qualifications

• 5+ years in customer service or call center, including 4 years in management.
• Multi-site and healthcare industry experience preferred.
• Must possess strong interpersonal and communication skills.
• Ability to drive improvements in processes and metrics across teams.
• Ability to manage workloads and delegate across functions.
• Strong leadership, coaching and problem-solving abilities.
• Experience with reporting, cost analysis and budgeting.

Responsibilities

• Serve as main contact for the assigned location and liaison to the Director of Operations.
• Review operating statistics to ensure service quality and timeliness.
• Root-cause analysis and resolution of performance issues.
• Oversee adjustments to enhance program performance and staffing.
• Collaborate with Client Services to align with client conditions and forecasts.
• Set and review quality and performance standards for staff.
• Participate in client visits and roundtables on program performance.
• Coordinate with leadership to balance team and organizational needs.
• Promote teamwork and provide guidance to staff.
• Maintain a safe, clean work area and uphold safety practices.
• Ensure high-quality service to internal and external customers.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Tech proficiency

Process improvement

Metrics management

Leadership

Delegation

Call center metrics

Global mindset

Financial acumen

Executive presence

Multitasking

Customer focus

Financial analysis

Budgeting

Education

High school diploma

BA/BS preferred

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 Senior 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:

Senior 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:

• 5 + years experience in customer service, call center or related field, including 4 years in management. Multi-site and 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:

• Function as the main source of contact for assigned location, to include working as liaison to the Director of Operations.
• 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 or other client specific standards of performance.
• Identify the root-cause of potential problem areas and work with employees to resolve in accordance with client/company policies and practices. This could involve problems with actual client programs or personnel issues.
• Oversee adjustments or corrections needed to enhance performance of programs. This could include areas such as staffing, adjusting restrictions, spot training on products or customer service skills, etc.
• Partner with the Client Services team, work on changing client business conditions that may be based on trend analysis of actual program performance over forecasts.
• Establish and review the quality evaluation and performance standards for all the staff positions reporting directly to this position. Would also include the review of CSR Merit increases.
• Participate and lead client visits and roundtables to provide input on program performance or new programs being offered.
• Coordinates with other Sr. Manager Operations and Leadership team to balance needs of individual teams with needs of the entire organization.
• 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.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Location:

Work@Home USAUnited States of America