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.
Middle Management
Job title:
Associate Manager-Operations Overall
Job Description:
DUTIES & RESPONSIBILITIES:
Shift Management Function:
• Accountable for the shift’s operations
• Ensures execution of contingency and disaster recovery plans
• Ensures Contact Center meets productivity standards and client service levels are met or exceeded
• Reviews and analyzes productivity reports prepared by the team leaders before the reports are submitted to the Operations Manager
• Submits periodic productivity/service performance reports to the Operations Manager
• Prepares the schedule / Team Leaders assignments to ensure that all operational hours are supervised
• Regularly conducts dialogues, communication sessions with agents/front liners (skip meetings)
• Ensures that workplace is safe, conducive, and is a healthy working environment
• Implements floor management policies in order to ensure adherence to service level agreements between clients
• Coordinates with workforce with regard to approval/disapproval of request for unscheduled leaves and tardiness and the necessary adjustments to schedules of available manpower in order to meet requirements
• Ensures preparation of client required reports and makes necessary endorsements to ensure that deadlines for submission of reports are met
• Be able to analyze and recommend measures in order to meet set metrics based on trends
• Ensures all team monitor service calls to observe employee’s demeanor, technical accuracy, and conformity to company policies
• Be able to ensure that operations run smoothly on a daily basis
• Be able to coordinate with Workforce to ensure service levels and program goals are met
• Recommends corrective services within client limits to adjust customer complaints
• Answers questions about service to Shift Managers and Team Leaders and works to develop so repeat questions do not arise
• Strives to help the entire team when in need of assistance
Quality Management/Standards Compliance Function:
• Conducts performance reviews and appraisals for Team Leaders (monthly/midyear/yearly)
• Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct
• Conducts regular inter and intradepartmental operations, feedback, action planning, meetings for dissemination of policies and products, hardware issues, troubleshooting, review of status reports, etc.
• Participates in the development of contingency plans, escalation procedures, and disaster recovery plans
• Regularly reviews staffing requirements, actual headcount vs budget, and requisitions for manpower when necessary
• Ensures implementation of customer complaint escalation and turnaround time for complaint resolution to meet service level agreements
• Participates in the preparation of the department’s annual business plan and budget to support company’s objectives and goals
• Ensures operations’ compliance with the client’s requirements and policies
• Provides recommendations in the setting of call center systems parameters
• Be able to implement action plans to ensure alignment between the other support groups
• Be able to communicate as needed with other departments within the Contact Center about operational and personnel needs
- Cross functions
- Help out for/from other groups
• Be able to analyze situation that arises outside the established guidelines or parameters and be able to evaluate such situation for impact on present
• Be able to give recommendations and implement these recommendations once approved to ensure process improvement in order to help the program achieve its goals
• Studies and standardizes procedures to improve efficiency of subordinates. Informs all parties when system is not working effectively
• Works with call center Operations Manager & Director to develop better ways for system to improve quality
• Responsible for the performance of his/her team
• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is following Privacy Rules Standard
Staff Development Function:
• Be able to provide bi-monthly one-on-one coaching and feedback to drive performance and reduce cost
• Be able to provide immediate coaching regarding TL or team performance when the need arises using documented personal observations or critical incidences to improve TL and team performance
• Be able to ensure timely and accurate communication regarding updates to team leaders
• Be able to initiate and support all employee satisfaction and workplace programs
• Disciplines and creates incentives for all staff in conjunction with meeting performance measurements
• Be able to answer questions about service to the Team Leaders
• Be able to recommend and apply corrective measures for staff members who do not meet minimum performance metrics
• Be able to monitor key performance indicators within and across teams to assure that standards are met across the board
• Be able to work with Team Leaders to resolve concerns of agents as well as their own
• Be able to follow-up personnel issues (e.g. Payroll, HR, etc.) as reported by TLs
• Be able to meet with TLs at least once a week to discuss program and team performance and share best practices
• Be able to ensure TLs submit accurate and timely reports (ex. coaching logs, performance review, etc.)
• Be able to create specific Individual Development Plans for TLs over a given period of time to prepare them to the next level
Administrative Function:
• Be able to file accurate and timely agent coaching logs from TLs
• Be able to file the weekly / monthly team performance reviews
• Be able to implement programs to ensure high levels of Quality
• Be able to develop initiatives to optimize results
• Be able to partner with other Shift Managers to share / implement best practices
• Be able to monitor team performance on a daily basis
• Submit weekly and monthly team operations review to Operations Manager
Others:
• Perform tasks assigned by the Operations Manager
• Prepare composite reports from the individual reports of subordinates
• Communicate as needed with other departments within the Contact Center about operational and personnel issues
• Interviews and staffs supervisor team
• Handle the overall project, Budgeting & Financials, Strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, Planning & Process improvements
General Safety and Security
- Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
- Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH) as appropriate
COMPETENCY REQUIREMENTS:
With Moderate Competency Level in ff.:
1. Communication Skills (Spoken)
2. Communications Skills (Written)
3. Customer Service Orientation
4. Computer Literacy
5. Job Knowledge
6. Sense of Urgency
7. Passion for Excellence
8. Working in Team/Interpersonal Skills
9. Work Organization
10. Thriving in Change
11. Problem Solving
12. Presentation Skills
13. Facilitation Skills
14. Coaching
15. Process Improvement
16. Performance Management
17. Discipline Management
18. Conflict Management
19. Fiscal Management
20. Business Acumen
21. Change Management
22. Planning, Organizing, Controlling
With Excellent Competency Level in ff.:
1. People Management/Team Orientation
2. Drive for Results/Execution
3. Expertise/Analytical Skills
4. Product Knowledge
OTHER REQUIREMENTS:
Reports to:
Operations or Senior Operations Manager
Education and/or Experience:
College degree with 3 years’ customer service experience, 2 years’ leadership skills. Strong workforce management and Human Resource background.
Certificates, Licenses, Registrations:
N/A
Work environment:
The work environment is professional office workplace. Business casual attire.
Physical demands:
Requires evening or graveyard work
May require overtime, weekend, or holiday work depending on business needs
Work demands:
- Reports to office but may require work at home set-up
- The work environment consists of designated work area at home
- Home internet service provider with minimum of 10-15 mbps upload/download speed
- Smart mobile phone compatible with UEM Client usage
- Able to establish, implement and continuously improve the quality information security policies assigned to him/her
- Able to establish structure and procedures to protect classified information
- Able to report information security related incidents without any delay to the right authority. Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality
- Actively participates during training, orientation and awareness programs pertaining to QISMS
Location:
Quezon City, Bridgetowne ZetaPhilippines
What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes.
Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
