Supervisor-Operations

Sagility

20h•Remote

About The Position

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. This role is for a Supervisor-Operations, responsible for coaching and developing a team, monitoring employee performance, managing accountability and productivity, handling escalated customer issues, and promoting teamwork and compliance.

Requirements

High School Diploma or equivalent required
1+ years experience in customer service, call center or 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 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.

Nice To Haves

Associates or Bachelor’s degree preferred
Healthcare Industry Preferred.

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 for various claims issues.
Participate in cross-functional activities and communication to further Company’s capabilities and improvements.
Responsible for communicating by personal example and ongoing dialogue compliance to Company’s 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