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. The role is to manage the overall business culture and operations of the site; including the development, guidance and direction of the Call Center and Support Staff. An experienced and well rounded “hands on” leader with a focus on driving operational performance, facility management, P&L and continuous improvement initiatives. Job title: Associate Director - Operations Job Description: Education: College degree in Management, Marketing, Psychology or Life Science Experience: 7+ years customer service experience, 5 year managerial experience. Mandatory Skills: • Exceptional 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 teams processes across functions within the organization. • Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.. • Strong coaching and leadership skills, ability to develop and motivate employees 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 various work streams related to call center metrics and monitoring tools. • Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results. • Strong operational and financial acumen, executive presence, and the ability to lead multiple sites. • Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions. • Advanced customer focus and customer service skills. • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. • Ability to handle reporting, financial analysis (cost-effectiveness, cost-benefit etc.) & budgeting. Roles & responsibilities: • Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports. • Work with Operations Managers to administer program and implement both client and in house policy. • Ensure that operations are being managed accordingly on a day-to-day basis • Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics. • Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary. • Monitor daily all areas of performance metrics to assure that standards are met across the board • Attend weekly operations review and present action plans to issues that need to be addressed. • Collate and respond to operational issues as reported by Operations Manager – as needed. • Escalate operational issues beyond level of authority to the Senior Operations Manager – as needed. • Inform Account Manager, and Associate Vice-President of Operations when the system needed (system error/downtime) to handle calls are not working effectively – as needed. • Submit weekly and monthly Ops review report to the Associate Vice President of Operations and Clients. • Minimize or manage at acceptable level the customers’ complaints • Work with Account Manager, Operations Director and Associate Vice President for Operations to further develop program and implement policy – as needed. • Work with the Operations Manager and Training and Customer Experience Manager in coordination with other groups in coming up with programs that will help further develop the associates. • Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI). • Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction. • Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is following Privacy Rules Standard. • Work with Customer Experience Manager and Business Excellence Manager to implement initiatives that will drive performance. • Work with Quality Manager/ Customer Experience Manager to ensure monitoring coverage as stipulated in the SOW • Work with the Training Manager to plot sustainable Training Calendar and Activities, smooth transition to Operations, and deliver quality trainees acceptable to the standards set by the Client and Operations. • Ensure that the Contact Center meets productivity standards – daily. • Provide daily leadership and motivation to the team (Operations Manager, Training Manager, Customer Experience Manager) • Conduct monthly one-on-one coaching to Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades. • Devising a strategic communication plan to ensure all changes are relayed on time and accurately. • Create incentives for all staff in conjunction with meeting performance measurements. • Conduct weekly Governance with the Managers and discuss team and program performance, issues and share best practices. • Design development plans for the Managers. Prepare for succession plan if in case the position got vacated in the future. • Initiate and support all employee satisfaction and workplace programs. • Consult personnel / program issues to Operations Director or Senior VP for Operations in terms of further decision-making. • Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition. • Regularly spot-checks (Remote Call Listening) agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement. • Consult personnel / program issues to Operations Director or Senior VP for Operations in terms of further decision-making. • Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition. • Regularly spot-checks (Remote Call Listening) agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement. • Interfaces with Vendor Managers and Business Owners on a daily basis to address operational concerns, issues and metrics • Interfaces with Transition Program Manager from time to time to give updates on the deliverables during the transition and implementation phase. • Interfaces with Training Manager for all Training related issues and concerns. Facilitate and update smooth roll out of the Training Calendar and Ad Hoc Trainings. • Interfaces with the Quality Supervisor for all quality related issues and concerns. • Ensures daily, weekly, and monthly reports are submitted to the client on time. • Submits every first week of the month to the Vendor Managers, the previous month’s Invoice and supporting details. • Perform tasks assigned by the Senior Vice President for Operations from time to time. • Prepare composite reports from the individual reports of subordinates. • Communicate as needed with other departments within the Contact Center about operational and personnel issues. • Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, planning & process improvements. • Communicate and Coordinate with the other departments and Clients during the transition phase for smooth implementation of the program • Responsible in hiring and recruiting key personnel of the program from both internal and external sources. The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. Location: Quezon City, Bridgetowne ZetaPhilippines 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. Already keen? Discover your next role with Sagility, a great place to work.