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 Operations Manager 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:

• Participates in client visits and roundtables to provide input on program performance or new programs being offered.
• 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.
• Responsible for service quality for all work performed by his/ her employees. Ensures quality evaluations are being properly conducted.
• Provides day-to-day leadership, coaching and development to direct reports.
• Coordinates with Operation Managers and/or Directors to balance needs of individual team with needs of entire organization.
• 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.
• 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.

Skills/experience needed to be successful:

• Knowledge of telecommunications and call center management systems and terminology.
• 4 – 6 years relevant experience, including 3 years in management.
• Intermediate knowledge of PC applications for word processing, spreadsheet, presentations etc.
• 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.
• Proven ability to delegate and manage work loads and projects across functions.
• Experience managing inbound healthcare member and/or provider call programs is preferred.
• BA/BS in Business Administration or related field or equivalent experience preferred.
• Demonstrated ability to strategically improve and/or transform processes across functions.
• Exposure to program P&L is a plus.
• Demonstrated ability to make complex decisions and solve problems for call center processes using qualitative, quantitative, and financial data, wile considering impact of decision on others.

Sagility offers competitive benefits including:

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

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.