Supervisor Operations

Sagility Limited; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

Sagility is seeking a Supervisor Operations to lead a customer service team in a remote USA setting. The role requires guiding performance, coaching staff, and achieving KPIs while delivering high-quality client outcomes.

Responsibilities include monitoring performance dashboards, addressing escalations, and collaborating across functions to improve processes. Healthcare experience is preferred and 1+ year in supervision is required.

Qualifications

• Excellent interpersonal and communication skills.
• Ability to coach, train, and motivate employees and evaluate performance.
• Ability to effectively lead and develop team towards improved performance.
• Ability to delegate and manage workload across functions within the organization.

Responsibilities

• Coach and develop team to achieve account CPIs and KPIs.
• Monitor employee performance using coaching tools and dashboards.
• Manage employee performance including coaching, recognition, and reviews.
• Communicate client and organization expectations clearly on individual and team levels.
• Develop daily/weekly action plans to address performance gaps.
• Ensure accountability and productivity using provided tools and reports.
• Handle escalated and unresolved customer calls.
• Participate in cross-functional activities to improve capabilities.
• Model compliant behavior and professional conduct for CSRs.

Skills

Interpersonal skills

Customer service excellence

Communication

Conflict resolution

Data interpretation

Team leadership

Coaching & training

Process improvement

Call center metrics

Education

High School Diploma or equivalent; Associate or Bachelor's preferred

Job description

Explore meaningful roles that let you make an impact in healthcare while growing your career with purpose, innovation, and global opportunities.

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.

Job title:

Supervisor Operations

Job Description:

Education:

• High School Diploma or equivalent required, Associates or Bachelorâs degree preferredÂ

Experience:

• 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity. Healthcare Industry Prefered.

Mandatory Skills:

• Excellent 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 team processes across functions within the organization.
• Ability to understand basic data and take appropriate action.
• Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to effectively 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 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.

Roles & Responsibilities:

• Coach and develop team to achieve account specific and organization CPIs and KPIs.
• Responsible for monitoring employee performance using coaching tool and performance dashboards based on CPIs and KPIs.
• Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.
• Responsible for clearly communicating client and organization's expectations on an individual and team basis.
• Develop daily and weekly action Plans to address individual performance in relationship to team performance.
• Responsible for employee accountability and productivity, utilizing tools and reporting provided by clients and organization.
• Responsible for handling escalated and non-resolved customer calls.
• Participate in cross-functional activities and communication to further Companyâs capabilities and improvements.
• Responsible for communicating by personal example and ongoing dialogue compliance to Companyâs policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to other 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.

Work@Home USAUnited States of America