高级运营经理
Senior Manager-Operations
Sagility 结合行业领先的科技与以转型为导向的BPM服务，以及数十年的医疗领域专业知识，帮助客户更贴近其会员。公司通过临床、个案管理、会员参与、供应商解决方案、支付准确性、理赔成本控制和分析等服务，优化整个会员/患者体验。Sagility 在5个国家拥有超过25,000名员工。
Senior Manager-Operations 的职责是通过确保所负责账户的运营绩效标准得到满足和提升，从而为整体客户满意度、留存率和账户盈利能力目标做出贡献。
职位名称：
Senior Manager-Operations
职位描述：
教育背景：
· 需要高中文凭或同等学历。工商管理或相关领域的学士学位或同等学历优先，但非必需。
工作经验：
· 5年以上客户服务、呼叫中心或相关领域经验，包括4年管理经验。多地点和医疗行业经验优先。
必备技能：
- 优秀的人际交往、客户服务、解决问题、口头和书面沟通以及冲突解决能力。
- 熟练使用必要的技术，包括电脑、软件应用、电话系统等。
- 能够在组织内跨职能改进和/或改造团队流程。
- 能够通过有效的指标管理提高个人、团队和部门的效率和生产力。
- 强大的辅导和领导能力，能够激励员工提升绩效。
- 能够跨组织内的不同职能分配和管理工作量及项目。
- 能够通过领导与呼叫中心指标和监控工具相关的各种工作流，成功推动持续改进工作。
- 能够在复杂、全球化的环境中自如运作，并推动和影响结果。
- 强烈的运营和财务敏锐度，具备高管气质，并能够管理多个地点。
- 能够解决问题、处理冲突、预见问题/关注点、排查问题，并主动实施创造性解决方案。
- 高级的客户导向和客户服务技能。
- 能够多任务处理，并在压力下保持冷静，尤其是在高峰时段或紧张情况下。
- 能够处理报告、财务分析（成本效益）
查看英文原文
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 of a Senior Manager Operations is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.Job title:
Senior Manager-OperationsJob Description:
Education:
· High School Diploma or equivalent required. BA/BS in Business Administration or related field or equivalent preferred but not necessary.
Experience:
· 5 + years experience in customer service, call center or related field, including 4 years in management.Multi-site and Healthcare Industry Preferred
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:
- Function as the main source of contact for assigned location, to include working as liaison to the Director of Operations.
- Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores, customer satisfaction, account notations, call handle times, abandon rates and service levels or other client specific standards of performance.
- Identify the root-cause of potential problem areas and work with employees to resolve in accordance with client/company policies and practices. This could involve problems with actual client programs or personnel issues.
- Oversee 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.
- Partner with the Client Services team, work on changing client business conditions that may be based on trend analysis of actual program performance over forecasts.
- Establish and review the quality evaluation and performance standards for all the staff positions reporting directly to this position. Would also include the review of CSR Merit increases.
- Participate and lead client visits and roundtables to provide input on program performance or new programs being offered.
- Coordinates with other Sr. Manager Operations and Leadership team to balance needs of individual teams with needs of the entire organization.
- Promote teamwork and cooperative effort.
- Help train and provide guidance to other employees within the organization.
- Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
- Ensure both internal and external customers are provided with the highest quality service.
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:
Work@Home USAUnited States of AmericaOriginally posted on Himalayas