[Hiring] Senior Manager-Operations @Sagility

Role Description

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.

Qualifications

• High School Diploma or equivalent required.
• BA/BS in Business Administration or related field or equivalent preferred but not necessary.
• 5+ years experience in customer service, call center or related field, including 4 years in management.
• Multi-site and Healthcare Industry Preferred.

Requirements

• 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.
• Identify the root-cause of potential problem areas and work with employees to resolve in accordance with client/company policies and practices.
• Oversee adjustments or corrections needed to enhance performance of programs.
• Partner with the Client Services team, work on changing client business conditions 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.
• Participate and lead client visits and roundtables to provide input on program performance or new programs being offered.
• Coordinate 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.

Location

Work@Home USA, United States of America