Shift Manager

About Sagility

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 incumbent is responsible for handling patient inquiries, resolving account issues, coordinating with relevant parties, and ensuring exceptional customer service while maintaining accurate documentation. This role also involves providing feedback for process improvements and staying current with industry standards.

Job title:

Shift Manager

Job Description:

Education:
Any 4-year College Degree and/or equivalent experience
Experience:
2+ years experience in customer service, call center or related field, including 2 year in management. Healthcare Industry Preferred
Mandatory Skills:

• Communication Skill (Spoken)
• Communication Skill (Written)
• Customer Service Orientation
• Computer Literacy
• Job Knowledge
• Sense of Urgency
• Passion for Excellence
• Working in Teams/ Interpersonal Skills
• Work Organization
• Thriving in Change
• Problem Solving
• Facilitation Skills
• Coaching
• Performance Management
• Discipline Management
• Conflict Management
• Fiscal Management
• Business Acumen
• Planning, Organizing, Controlling
• People Management/ Team Orientation
• Drive for Results/ Execution
• Expertise/ Analytical Skills
• Product Knowledge
• Presentation Skills
• Process Improvement
• Change Management

Roles & responsibilities:

• Monitors 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.
• Works with Shift Managers to administer program and implement both client and in house policy.
• Ensures that operations are being managed accordingly on a day-to-day basis.
• Attends 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.
• Attends weekly operations review and present action plans to issues that need to be addressed.
• Collates and responds to operational issues as reported by Shift Managers – as needed.
• Escalates operational issues beyond level of authority to the Department Head – as needed.
• Informs the Department Head when the system needed (system error/downtime) to handle calls are not working effectively – as needed.
• Submits weekly and monthly ops review report to the Department Head.
• Minimizes or manages at acceptable level the customers’ complaints
• Works with the Department Head to further develop program and implement policy – as needed.
• Works with the Shift Managers and all Support Managers in coordination with other groups in coming up with programs that will help further develop the associates.
• Recommends new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Evaluates 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 in compliance with Privacy Rules Standard
• Ensures that the Contact Center meets productivity standards – daily.
• Provides daily leadership and motivation to a team of at least 2 Shift Managers.
• Conducts monthly one-on-one coaching to Shift Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.
• Devises strategic communication plan to ensure all changes are relayed on time and accurately.
• Creates incentives for all staff in conjunction with meeting performance measurements.
• Conducts weekly meeting with Shift Managers and discusses team and program performance, issues and share best practices.
• Designs development plans for Shift Managers; Prepares for succession plan in case the position got vacated in the future.
• Initiates and supports all employee satisfaction and workplace programs.
• Consults personnel / program issues to the Department Head 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 agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement.
• Performs tasks assigned by the Department Head.
• Prepares composite reports from the individual reports of subordinates.
• Communicates 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

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