Jobs at Sagility

The Operations Enablement Manager will manage a team, lead coaching forums, adapt training models, develop solutions, and communicate with leadership.

The Reports Specialist monitors customer interactions, evaluates quality, assesses performance, coaches staff, and ensures compliance with standards like HIPAA.

Develop, maintain, and publish high-quality knowledge articles for Coverage Review and Contact Center operations. Apply KCS and technical writing best practices, optimize content for human and AI consumption, manage knowledge systems (KnowledgeXchange/KX GenAI), partner with SMEs and instructional designers, monitor article performance, and support KM governance, metadata/tagging, and large-scale KM projects to improve findability and service outcomes.

Analyze operational and scheduling data to generate daily/weekly/monthly schedules using WFM tools. Build models, monitor trends, manage PTO/holiday/shift bidding, perform audits, maintain WFM platform elements, produce reports on risks/opportunities, and drive process improvements and SOPs while supporting internal clients.

Design, build, and maintain enterprise dashboards and reports; integrate and validate data across platforms; perform trend, variance, and root-cause analysis; translate findings into executive-ready insights and presentations; partner with global stakeholders to drive operational improvement and automate reporting processes.

The Senior Manager - Business Excellence monitors customer interactions, improves quality and performance, manages audits, ensures compliance, and drives process improvement in healthcare services.

Provide strategic HR support to assigned departments: deliver HR services, advise on employee relations, talent management, onboarding, retention, performance management, and compliance. Lead engagement, investigate concerns, collaborate with leaders on people strategies, and maintain HR reporting and administrative tasks.

Provide strategic HR support to assigned departments: deliver HR services, manage employee relations, talent management, engagement, compliance, reporting, and partner with leaders to reduce attrition.

The Senior Operations Manager oversees daily performance metrics, manages operational compliance, ensures team productivity, interfaces with clients, and leads staff development initiatives to enhance performance within the Contact Center.

Monitor and evaluate customer contact quality across channels, produce trend and performance reports, audit operations, support training and coaching, release updates, handle escalations, and suggest process improvements while maintaining security and regulatory compliance.

Monitor and evaluate customer interactions across channels, encode and analyze call and survey data, identify pain points and quality issues, provide actionable insights and coaching to Operations, support process improvements, ensure QISMS and HIPAA compliance, and produce trend reports and calibrations.

The Senior Manager - RTA is responsible for building forecasting and workforce models, managing capacity planning, developing strategies, and generating workforce reports for real-time monitoring and adherence management.

Lead design, development, and implementation of strategic learning programs. Oversee LMS administration, e-learning and blended course creation, stakeholder collaboration, budget and resource management, KPI-driven training evaluation, and integration of new learning technologies to drive talent development and organizational performance.

The Operations Director manages business culture and operations, focusing on performance, facility management, and continuous improvement in a high-volume call center environment.

Create, maintain, and publish high-quality knowledge articles following KM and technical writing standards. Collaborate with SMEs, prioritize requests, manage knowledge systems (metadata/tagging), monitor usage metrics, and support KM strategy and large-scale projects to improve findability and reuse.

Lead analysis and hypothesis testing to improve GenAI and knowledge quality, govern KnowledgeXchange workflows, validate platform enhancements, review and optimize knowledge articles, and translate insights into KM and technology improvements.

Design, develop, implement, and maintain new-hire and ongoing contact center learning content using instructional design methodologies and authoring tools; measure training effectiveness; lead projects, mentor peers, partner with SMEs and operations, and pilot emerging learning technologies to improve learner engagement and performance.

Design, develop, implement and maintain new-hire and ongoing training curriculum for contact center roles using instructor-led, virtual, and eLearning formats. Create engaging micro-learning, role-plays, evaluations, and measure training effectiveness. Partner with operations and SMEs, lead projects, mentor peers, and pilot emerging learning technologies to improve learner engagement and training impact.

Manage quality and continuous improvement initiatives across customer interactions to improve CSAT and operational performance. Lead audits, compliance (HIPAA/QISMS/ISO), change control, training, and Lean Six Sigma projects. Coach teams, investigate quality issues, liaise with clients, and enforce SOPs and documentation control.

Support training readiness and delivery for new hires through classroom and on-the-job training, role plays, coaching, live monitoring, curriculum support, and training logistics to improve performance and drive operational improvements.