Associate Director of Operations at Sagility LLC in Westminster, Colorado

Job Description:

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:

Associate Director of Operations

Job Description:

We are currently hiring an Associate Director level role with the mission of driving overall client satisfaction, retention, and account profitability through ensuring the operational performance standards for the account are met and enhanced. 

Key Responsibilities

• Functions as the main source of contact for assigned account(s), to include working as liaison to the Vice President of Operations.




• Reviews operating statistics regularly to ensure client and Sagility goals are being met in areas of handle times, abandons, service levels or other client specific standards of performance.




• Identifies the root-cause of potential problem areas and work with staff to resolve in accordance with client/company policies and practice.  Includes creating solutions for client programs and/or personnel issues.




• Oversees adjustments or corrections needed to enhance performance of programs.  This could include areas such as staffing, adjusting restrictions, spot training on products or customer service skills, etc.




• Together with the Client Services team, works to act on changing client business conditions that may be based on trend analysis of actual program performance over forecasts.




• Establishes and reviews the quality evaluation and performance standards for all staff positions reporting directly to this position.  Would also include review of CSR Merit increases.




• Participates in client visits and roundtables to provide input on program performance or new programs being offered.




• Coordinates with other Operation Managers to balance needs of individual team with needs of entire organization.

Required Skills and Qualifications: (Education, Experience, Skills)

• BA/BS in Business Administration or related field OR equivalent experience




• 5 – 7 years relevant experience, including 4 years in management and multi-account experience preferred




• Demonstrated ability to make complex decisions and solve problems for call center processes using qualitative, quantitative, and financial data, while considering impact of decision on others. 




• Proven ability to delegate and manage workloads and projects across functions




• Proven ability to manage large scale telecommunications clients in complex and regulated verticals.




• Demonstrated written and verbal communication skills to include ability to present and interact with wide variety of internal and external customers.




• Demonstrated ability to strategically improve and/or transform processes across functions




• Demonstrated ability to manage a budget.




• Demonstrated ability to strategically lead, motivate, and develop work team towards improved performance.




• Intermediate knowledge of MS Office products, Word, Excel, PowerPoint




• Advanced knowledge of telecommunications and call center management systems and terminology

Sagility offers competitive benefits including:

• 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

Join our team, we look forward to talking with you!

An Equal Opportunity Employer/Vet/Disability

Location:

Work@Home USAUnited States of America

Apply Now