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:

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.

Mandatory 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 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 work loads 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.

Roles & 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 for various claims issues.


* 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'...