Assistant Manager-Operations

Job title Assistant Manager-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.

The role of an Assistant Manager Operations is to assist in managing overall account performance and financial profits by coaching and developing Sr.

Supervisors to deliver quality performance.

Managing Sr.

Supervisors to ensure day to day operations are successful

Job title:

Assistant Manager-Operations

Job Description:

Education:

High School Diploma or equivalent required.

BA/BS in Business Administration or related field or equivalent preferred but not necessary.

Experience:

2+ years experience in customer service, call center or related field, including 1 year in management.

Healthcare Industry Preferred

Mandatory Skills:


* 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 understand basic data and take appropriate action.


* Ability to drive individual and teams efficiency and productivity through effective and efficient metric management.


* Ability to coach, train, and motivate employees and evaluate their performance.


* Ability to strategically 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 various 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.


* Advanced customer focus and customer service skills

Preferred Skills :

Basic financial analysis (cost-effectiveness, cost-benefit etc.)

Roles & Responsibilities:


* Provide day-to-day leadership, coaching and development support to direct reports (Sr.

Supervisors).


* Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness.

Typical areas of focus include: quality monitoring scores, customer satisfaction, account notations, call handle times, abandon rates and service levels/ line adherence.


* Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis.

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