Supervisor - Operations

Job title
Supervisor - Operations

About Sagility

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.

Job title:

Supervisor - Operations

Job Description:

We are currently seeing a talented Supervisor Operations. The role of a Supervisor is to ensure the highest level of service for our clients by coaching and developing our customer service representatives and managing performance to consistently meet and exceed client expectations.

Key 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 calls.


* 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.

Education:

High School Diploma or equivalent required, Associates or Bachelor’s degree preferred

Experience: 

1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity.

Healthcare Industry Preferred.

Skills: 



* 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 ac...