Assistant Manager Operations Jobs

Sagility is a strategic business process management provider of transformative Healthcare solutions that help our clients significantly enhance the Member and Provider experience while providing for operational excellence to optimize the back office.

If you seek an opportunity to work with top clients around the world and be part of an enriching and nurturing work environment check out this career opportunity with the Sagility Team!

We are currently hiring for an Assistant Operations Manager (AOM) is to contribute to the overall employee satisfaction, client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for each assigned account are met and enhanced.

Key areas of responsibility:

• Oversees necessary enhancements to client programs or servicing therein. This may include areas such as staffing, training, attendance and quality. Works closely with Account Management and Workforce Management to optimize staffing to achieve proper balancing of client servicing objectives and company profitability.
• Responsible for service quality for all work performed by his/ her employees. Ensures quality evaluations are being properly conducted.
• Reviews operating statistics regularly to ensure client and Sagility 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.
• Provides day-to-day leadership, coaching and development to direct reports.
• Identifies areas of process improvement and works effectively within the organization to implement resolutions on a timely basis. Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.
• Participates in client visits and roundtables to provide input on program performance or new programs being offered.
• Coordinates with Operation Managers and/or Directors to balance needs of individual team with needs of entire organization.

• Demonstrated ability to make complex decisions and solve problems for call center processes using qualitative, quantitative, and financial data, while considering impact of decision on others.
• Demonstrated ability to strategically improve and/or transform processes across functions.
• 2-3 years? experience as a Team Leader, including 1 year in an AOM role.
• BA/BS in Business Administration or related field or equivalent experience preferred.
• Knowledge of telecommunications and call center management systems and terminology.
• Demonstrated written and verbal communication skills to include presentation ability and interaction with wide variety of internal and external customers.
• Demonstrated ability to strategically lead, motivate, and develop work team towards improved performance.
• Experience managing inbound healthcare member and/or provider call programs is preferred.
• Exposure to program P&L is a plus.
• Intermediate knowledge of PC applications for word processing, spreadsheet, presentations etc.
• Proven ability to delegate and manage workloads and projects across functions.

Sagility offers competitive benefits including:

• Life Insurance
• Flexible Spending Account
• Medical
• PTO and Sick Time
• 401K with employer contribution
• Vision
• Short-Term and Long-Term Disability
• Dental
• Life Assistance Program
• Tuition Reimbursement

Join our team, we look forward to talking with you!

Sagility is proud to be equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.