Supervisor Operations

Sagility

3d•Remote

About The Position

Sagility combines technology and transformation-driven BPM services with healthcare domain expertise to support clients and improve the member and patient experience. The company offers services in clinical and case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics, and has more than 25,000 employees across five countries. The Supervisor Operations role ensures a high level of client service by coaching and developing customer service representatives and managing performance to meet and exceed client expectations. The supervisor monitors and supports individual and team performance, communicates expectations, handles escalated calls, and contributes to cross-functional improvements. The position is listed as Work@Home in the United States.

Requirements

High school diploma or equivalent required.
At least 1 year of experience in customer service, a call center, or a related field, including 12 months in a supervisor capacity.
Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills.
Proficiency with required technology, including computers, software applications, and phone systems.
Ability to improve or transform team processes across organizational functions.
Ability to understand basic data and take appropriate action.
Ability to drive individual and team efficiency and productivity through effective metric management.
Ability to coach, train, motivate, and evaluate employees.
Ability to lead and develop a team toward improved performance.
Ability to delegate and manage workloads and projects across organizational functions.
Ability to lead continuous-improvement work streams related to call-center metrics and monitoring tools.
Ability to solve problems, handle conflict, anticipate issues, troubleshoot, and proactively develop creative solutions.

Nice To Haves

Associate or bachelor's degree preferred.
Healthcare industry experience preferred.

Responsibilities

Coach and develop the team to achieve account-specific and organizational CPIs and KPIs.
Monitor employee performance using coaching tools and performance dashboards based on CPIs and KPIs.
Manage employee performance through coaching, reward and recognition activities, and merit/performance reviews.
Clearly communicate client and organizational expectations to individuals and teams.
Develop daily and weekly action plans to address individual performance in relation to team performance.
Support employee accountability and productivity using tools and reporting provided by clients and the organization.
Handle escalated and unresolved customer calls.
Participate in cross-functional activities and communication to advance company capabilities and improvements.
Model and communicate compliance with company policies and procedures.
Promote teamwork and cooperative effort.
Train and guide other customer service representatives.
Maintain a clean, safe, and unobstructed work area and practice good safety habits.
Provide internal and external customers with high-quality service.
Perform other duties as assigned.