Supervisor- Contact Center

Overview

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

Supervisor- Contact Center

Responsibilities

• Coach and develop team to achieve account specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tool and performance dashboards based on CPIs and KPIs.
• Manage employee performance including coaching, reward and recognition activities and merit/performance reviews.
• Clearly communicate client and organization's expectations on an individual and team basis.
• Develop daily and weekly action plans to address individual performance in relationship to team performance.
• Ensure employee accountability and productivity using tools and reporting provided by clients and the organization.
• Handle escalated and non-resolved customer calls.
• Participate in cross-functional activities and communication to advance the company’s capabilities and improvements.
• Communicate by personal example and ongoing dialogue compliance to the company’s policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to other CSRs within the organization.
• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
• Provide internal and external customers with the highest quality service.

Qualifications

• 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 Preferred.
• 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 workloads 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.

Salary

Salary Range: $18.75 and up dependent on experience

Benefits

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

Location: El Paso, United States of America

Seniority level: Entry level

Employment type: Full-time

Job function: Health Care Provider

Industries: Outsourcing and Offshoring Consulting

An Equal Opportunity Employer/Vet/Disability