Operations Manager at Sagility

Pavia, Iloilo, Philippines -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

03 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Coaching, Call Listening, Staffing, Capacity Planning, Inventory Management, Performance Monitoring, KPI Management, Adherence Management, Client Reporting, Compliance Tracking, Training Delivery, Billability Management, Schedule Planning, Action Planning, Performance Review, Stakeholder Management

Industry

Operations Consulting

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. An Operations Manager’s Tasks include but not limited to: Weekly Quadrad Coaching for BDM & Carebay (1st month) 1 Quadrad Coaching for Regular Teams/Month Facilitate Call Listening Session with TR, TL's, BE weekly Facilitate weekly staffing call with capacity planners Keeps track of assets and seats inventory and presents it to the SOM & Director Ensures the shift managers closely monitor BDM and Carebay then ensure completion of necessary progression, or graduation from the project Plans out timely execution of developmental activities set both in special projects(BDM&Carebay) and regular teams Conduct talk within 24 hrs upon return of an SM or TL that incurred absence, Tardiness Monitor progress on all KPI/CPI metrics Manage and ensure adherence to ASA/LA Guides and prepares shift managers in a weekly or monthly read outs with the clients and stake holders Ensures weekly completion of contractual compliance tracker from BE Does weeky read- out on contractual compliance Ensures all training and developmental programs set for supervisors and shift managers are delivered and attended Manages daily up to monthly billability Attends weekly schedule planning calls Organizes weekly ring session across customer LOBs and shared services Organizes tri- weekly ring session and spot check within the cluster Conducts quarterly skip level with TLs Facilitates monthly FGD sessions ( at least 5 agents per LOB) Coordinates weekly schedules of developmental activities with BE, Comms, process and WFM and ensures 100% attendance Does weekly action planning and performance review with the team leads Scrubs VOE completion within the LOB Maintains action item tracker per VOE, FGD, Skip level discussions and discuss it to SOM & Director Work with BE, Comms, and, Process coaches in a weekly action planning and brainstorming session Organizes daily and monthly RNR sessions Responds to ALL client emails and inquiry within the shift Completes AVP deck and presents it to SOM & Director Secures requisition of classes & support staff and sends it to the SOM & director for approval Ensures alignment in master roster, LE, payroll and Sagilife HC Makes sure seats are aligned to the MOM LE Consolidates and sends OT/ Holiday work/ shift offs approval to SOM & Director for Approval Ensures weekly class compliance Sets weekly governance within the cluster & discuss performance and action items Job title: Operations Manager Job Description: An Operations Manager’s Tasks include but not limited to: Weekly Quadrad Coaching for BDM & Carebay (1st month) 1 Quadrad Coaching for Regular Teams/Month Facilitate Call Listening Session with TR, TL's, BE weekly Facilitate weekly staffing call with capacity planners Keeps track of assets and seats inventory and presents it to the SOM & Director Ensures the shift managers closely monitor BDM and Carebay then ensure completion of necessary progression, or graduation from the project Plans out timely execution of developmental activities set both in special projects(BDM&Carebay) and regular teams Conduct talk within 24 hrs upon return of an SM or TL that incurred absence, Tardiness Monitor progress on all KPI/CPI metrics Manage and ensure adherence to ASA/LA Guides and prepares shift managers in a weekly or monthly read outs with the clients and stake holders Ensures weekly completion of contractual compliance tracker from BE Does weeky read- out on contractual compliance Ensures all training and developmental programs set for supervisors and shift managers are delivered and attended Manages daily up to monthly billability Attends weekly schedule planning calls Organizes weekly ring session across customer LOBs and shared services Organizes tri- weekly ring session and spot check within the cluster Conducts quarterly skip level with TLs Facilitates monthly FGD sessions ( at least 5 agents per LOB) Coordinates weekly schedules of developmental activities with BE, Comms, process and WFM and ensures 100% attendance Does weekly action planning and performance review with the team leads Scrubs VOE completion within the LOB Maintains action item tracker per VOE, FGD, Skip level discussions and discuss it to SOM & Director Work with BE, Comms, and, Process coaches in a weekly action planning and brainstorming session Organizes daily and monthly RNR sessions Responds to ALL client emails and inquiry within the shift Completes AVP deck and presents it to SOM & Director Secures requisition of classes & support staff and sends it to the SOM & director for approval Ensures alignment in master roster, LE, payroll and Sagilife HC Makes sure seats are aligned to the MOM LE Consolidates and sends OT/ Holiday work/ shift offs approval to SOM & Director for Approval Ensures weekly class compliance Sets weekly governance within the cluster & discuss performance and action items An Operations Manager’s Tasks include but not limited to: Weekly Quadrad Coaching for BDM & Carebay (1st month) 1 Quadrad Coaching for Regular Teams/Month Facilitate Call Listening Session with TR, TL's, BE weekly Facilitate weekly staffing call with capacity planners Keeps track of assets and seats inventory and presents it to the SOM & Director Ensures the shift managers closely monitor BDM and Carebay then ensure completion of necessary progression, or graduation from the project Plans out timely execution of developmental activities set both in special projects(BDM&Carebay) and regular teams Conduct talk within 24 hrs upon return of an SM or TL that incurred absence, Tardiness Monitor progress on all KPI/CPI metrics Manage and ensure adherence to ASA/LA Guides and prepares shift managers in a weekly or monthly read outs with the clients and stake holders Ensures weekly completion of contractual compliance tracker from BE Does weeky read- out on contractual compliance Ensures all training and developmental programs set for supervisors and shift managers are delivered and attended Manages daily up to monthly billability Attends weekly schedule planning calls Organizes weekly ring session across customer LOBs and shared services Organizes tri- weekly ring session and spot check within the cluster Conducts quarterly skip level with TLs Facilitates monthly FGD sessions ( at least 5 agents per LOB) Coordinates weekly schedules of developmental activities with BE, Comms, process and WFM and ensures 100% attendance Does weekly action planning and performance review with the team leads Scrubs VOE completion within the LOB Maintains action item tracker per VOE, FGD, Skip level discussions and discuss it to SOM & Director Work with BE, Comms, and, Process coaches in a weekly action planning and brainstorming session Organizes daily and monthly RNR sessions Responds to ALL client emails and inquiry within the shift Completes AVP deck and presents it to SOM & Director Secures requisition of classes & support staff and sends it to the SOM & director for approval Ensures alignment in master roster, LE, payroll and Sagilife HC Makes sure seats are aligned to the MOM LE Consolidates and sends OT/ Holiday work/ shift offs approval to SOM & Director for Approval Ensures weekly class compliance Sets weekly governance within the cluster & discuss performance and action items An Operations Manager’s Tasks include but not limited to: Weekly Quadrad Coaching for BDM & Carebay (1st month) 1 Quadrad Coaching for Regular Teams/Month Facilitate Call Listening Session with TR, TL's, BE weekly Facilitate weekly staffing call with capacity planners Keeps track of assets and seats inventory and presents it to the SOM & Director Ensures the shift managers closely monitor BDM and Carebay then ensure completion of necessary progression, or graduation from the project Plans out timely execution of developmental activities set both in special projects(BDM&Carebay) and regular teams Conduct talk within 24 hrs upon return of an SM or TL that incurred absence, Tardiness Monitor progress on all KPI/CPI metrics Manage and ensure adherence to ASA/LA Guides and prepares shift managers in a weekly or monthly read outs with the clients and stake holders Ensures weekly completion of contractual compliance tracker from BE Does weeky read- out on contractual compliance Ensures all training and developmental programs set for supervisors and shift managers are delivered and attended Manages daily up to monthly billability Attends weekly schedule planning calls Organizes weekly ring session across customer LOBs and shared services Organizes tri- weekly ring session and spot check within the cluster Conducts quarterly skip level with TLs Facilitates monthly FGD sessions ( at least 5 agents per LOB) Coordinates weekly schedules of developmental activities with BE, Comms, process and WFM and ensures 100% attendance Does weekly action planning and performance review with the team leads Scrubs VOE completion within the LOB Maintains action item tracker per VOE, FGD, Skip level discussions and discuss it to SOM & Director Work with BE, Comms, and, Process coaches in a weekly action planning and brainstorming session Organizes daily and monthly RNR sessions Responds to ALL client emails and inquiry within the shift Completes AVP deck and presents it to SOM & Director Secures requisition of classes & support staff and sends it to the SOM & director for approval Ensures alignment in master roster, LE, payroll and Sagilife HC Makes sure seats are aligned to the MOM LE Consolidates and sends OT/ Holiday work/ shift offs approval to SOM & Director for Approval Ensures weekly class compliance Sets weekly governance within the cluster & discuss performance and action items An Operations Manager’s Tasks include but not limited to: Weekly Quadrad Coaching for BDM & Carebay (1st month) 1 Quadrad Coaching for Regular Teams/Month Facilitate Call Listening Session with TR, TL's, BE weekly Facilitate weekly staffing call with capacity planners Keeps track of assets and seats inventory and presents it to the SOM & Director Ensures the shift managers closely monitor BDM and Carebay then ensure completion of necessary progression, or graduation from the project Plans out timely execution of developmental activities set both in special projects(BDM&Carebay) and regular teams Conduct talk within 24 hrs upon return of an SM or TL that incurred absence, Tardiness Monitor progress on all KPI/CPI metrics Manage and ensure adherence to ASA/LA Guides and prepares shift managers in a weekly or monthly read outs with the clients and stake holders Ensures weekly completion of contractual compliance tracker from BE Does weeky read- out on contractual compliance Ensures all training and developmental programs set for supervisors and shift managers are delivered and attended Manages daily up to monthly billability Attends weekly schedule planning calls Organizes weekly ring session across customer LOBs and shared services Organizes tri- weekly ring session and spot check within the cluster Conducts quarterly skip level with TLs Facilitates monthly FGD sessions ( at least 5 agents per LOB) Coordinates weekly schedules of developmental activities with BE, Comms, process and WFM and ensures 100% attendance Does weekly action planning and performance review with the team leads Scrubs VOE completion within the LOB Maintains action item tracker per VOE, FGD, Skip level discussions and discuss it to SOM & Director Work with BE, Comms, and, Process coaches in a weekly action planning and brainstorming session Organizes daily and monthly RNR sessions Responds to ALL client emails and inquiry within the shift Completes AVP deck and presents it to SOM & Director Secures requisition of classes & support staff and sends it to the SOM & director for approval Ensures alignment in master roster, LE, payroll and Sagilife HC Makes sure seats are aligned to the MOM LE Consolidates and sends OT/ Holiday work/ shift offs approval to SOM & Director for Approval Ensures weekly class compliance Sets weekly governance within the cluster & discuss performance and action items Location: Iloilo, Cybergate, PaviaPhilippines 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.

Responsibilities

The Operations Manager is responsible for team development through regular coaching, call listening sessions, and facilitating developmental activities for supervisors and shift managers. Key duties also involve monitoring performance metrics, managing adherence to service levels, and ensuring contractual compliance.