Associate Director Of Operations

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 great career opportunity with the Sagility Team!

We are currently hiring a leader for an exciting new client! This is an Associate Director level role with the mission of driving overall client satisfaction, retention, and account profitability through ensuring the operational performance standards for the account are met and enhanced.

Key Responsibilities

• Functions as the main source of contact for assigned account(s), to include working as liaison to the Vice President of Operations.
• Coordinates with other Operation Managers to balance needs of individual team with needs of entire organization.
• Together with the Client Services team, works to act on changing client business conditions that may be based on trend analysis of actual program performance over forecasts.
• Participates in client visits and roundtables to provide input on program performance or new programs being offered.
• Establishes and reviews the quality evaluation and performance standards for all staff positions reporting directly to this position. Would also include review of CSR Merit increases.
• Reviews operating statistics regularly to ensure client and Sagility goals are being met in areas of handle times, abandons, service levels or other client specific standards of performance.
• Oversees adjustments or corrections needed to enhance performance of programs. This could include areas such as staffing, adjusting restrictions, spot training on products or customer service skills, etc.
• Identifies the root-cause of potential problem areas and work with staff to resolve in accordance with client/company policies and practice. Includes creating solutions for client programs and/or personnel issues.

Required Skills and Qualifications: (Education, Experience, Skills)

• Proven ability to manage large scale telecommunications clients in complex and regulated verticals.
• 5 – 7 years relevant experience, including 4 years in management and multi-account experience preferred
• Demonstrated ability to manage a budget.
• BA/BS in Business Administration or related field OR equivalent experience
• Demonstrated written and verbal communication skills to include ability to present and interact with wide variety of internal and external customers.
• Intermediate knowledge of MS Office products, Word, Excel, PowerPoint
• Proven ability to delegate and manage workloads and projects across functions
• Demonstrated ability to strategically lead, motivate, and develop work team towards improved performance.
• Demonstrated ability to strategically improve and/or transform processes across functions
• 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.
• Advanced knowledge of telecommunications and call center management systems and terminology

Sagility offers competitive benefits including:

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

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

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