Operations Supervisor

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:

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 Prefered.

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.