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: View email address on click.appcast.io 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 #J-18808-Ljbffr Sagility