[Hiring] Supervisor-Operations @Sagility

Role Description

The Supervisor-Operations is responsible for leading a team to achieve account-specific and organizational CPIs and KPIs. This role includes coaching, monitoring performance, and ensuring high-quality service delivery.

• Coach and develop team to achieve account specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tools and performance dashboards based on CPIs and KPIs.
• Manage employee performance, including coaching, reward and recognition activities, and merit/performance reviews.
• Clearly communicate client and organization's expectations on an individual and team basis.
• Develop daily and weekly action plans to address individual performance in relation to team performance.
• Ensure employee accountability and productivity, utilizing tools and reporting provided by clients and organization.
• Handle escalated and non-resolved customer claims issues.
• Participate in cross-functional activities and communication to further company capabilities and improvements.
• Communicate by personal example and ongoing dialogue compliance to company policies and procedures.
• 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.

Qualifications

• High School Diploma or equivalent required; Associates or Bachelor’s degree preferred.
• 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity; Healthcare Industry Preferred.

Requirements

• Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with 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 workloads 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.

Company 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.