Sagility

Compensation

Full Description

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. Roles & Responsibilities: • Coach and develop team to achieve account specific and organization CPIs and KPIs. • Responsible for monitoring employee performance using coaching tool and performance dashboards based on CPIs and KPIs. • Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews. • Responsible for clearly communicating 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. • Responsible for employee accountability and productivity, utilizing tools and reporting provided by clients and organization. • Responsible for handling escalated and non-resolved customer calls. • Participate in cross-functional activities and communication to further Company's capabilities and improvements. • Responsible for communicating by personal example and ongoing dialogue compliance to 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. Salary Range: $18.75 and up dependent on experience 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 El PasoUnited States of America