[Hiring] Program Management Support @Sagility

Role Description

The role of a 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

• College degree in Nursing Management, Marketing, Psychology, or Life Science
• 5 years customer service experience
• 4 years managerial experience

Requirements

• People Management/ Team Orientation
• Drive for Results/ Execution
• Expertise/ Analytical Skills
• Product Knowledge
• Problem Solving
• Presentation Skills
• Process Improvement
• Fiscal Management
• Business Acumen
• Change Management
• Planning, Organizing, Controlling

Roles & Responsibilities

• Responsible for translating client requirements into production floor activities.
• Acts as the Supplier Program Manager/Senior Manager of Program Management.
• Internal contact for the overall management and productivity of the operation.
• Responsible for the management of specified supervisory teams, tracking overall center efficiency, and providing updates on service provided.
• Monitor the teams’ daily performance on all metrics (customer satisfaction ratings, call handling times, service levels & quality grades).
• Work with Senior OM in implementing programs, which are both client and in-house.
• Represents the site on client calls for product/system/process updates and best practices sharing.
• Attend weekly operations review and present action plans to address issues.
• Execute data analysis specific to the team for action planning.
• Collate and respond to operational issues as escalated/needed.
• Escalate operational issues beyond level of authority to the Senior Director for Operations as needed.
• Inform Senior OM when the system needed to handle calls is not working effectively.
• Submit weekly and monthly ops review report to the Senior Director for Operations.
• Perform counseling to assigned Team Leaders and/or Customer Service Associates for performance and/or discipline management.
• Ensure Team Leaders’ shift coverage on a daily/weekly basis.
• Approve/disapprove requests for unscheduled leaves and tardiness.
• Participate in the development of contingency plans, escalation procedures, and disaster recovery plans.

Clinical Management Function

• Conduct clinical and critical thinking skills assessment of potential applicants for new hires and nursing academy scholars.
• Take escalated calls for the nurse triage line and preauthorization STAT/escalated transfers.
• Follow through with pending pre-authorization requests and review client escalations.

Quality Management/Standards Compliance Function

• Ensure team’s adherence to quality metrics and audit requirements.
• Ensure Team Leaders are adhering to monitoring requirements.
• Work with the Senior OM to further develop program and implement policy as needed.
• Recommend new or modifications to existing procedures for Continuous Process Improvement (CPI).
• Evaluate management and contact center practices for possible modifications.
• Review preliminary investigation of disciplinary cases and approve/disapprove disciplinary actions.
• Participate in the preparation of the department’s annual business plan and budget.
• Implement action plans to ensure alignment between teams and/or support groups.

Staff Development Function

• Provide daily leadership and motivation to a team of 7-10 Team Leaders.
• Conduct monthly one-on-one coaching to Team Leaders and provide feedback.
• Help Senior OM in creating incentives for all staff.
• Conduct weekly meetings with Team Leaders to discuss performance and share best practices.
• Design development plans for Team Leaders.
• Prepare for succession planning for future vacancies.
• Initiate and support employee satisfaction and workplace programs.
• Conduct performance reviews and appraisals for Team Leaders.
• Ensure timely and accurate communication regarding updates to Team Leaders.
• Recommend and apply corrective measures for staff members who do not meet performance metrics.
• Regularly spot-check CSAs on customer handling and provide feedback.

General Safety and Security

• Protect the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensure confidentiality, integrity, and availability of information critical to business functions.
• Remain compliant with relevant business, local, and international regulatory requirements.

Location

Work@Home USA, United States of America