Shift Manager

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:

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.

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/Financial Recovery/International/Global, Provider helpdesk support/Provider outreach/ Provider support- Claims/{rovider support-Enquiry

Job title:

Shift Manager

Job Description:

DUTIES & RESPONSIBILITIES:

Shift Management Function:
? Accountable for the shift operations.
? Ensures execution of contingency and disaster recovery plans.
? Ensures Contact Center meets productivity standards and client service levels are met or exceeded.
? Reviews and analyzes productivity reports prepared by the team leaders before the reports are submitted to the Operations Manager.
? Submits periodic productivity/service performance reports to the Operations Manager.
? Prepares the schedule /Team Leaders assignments to ensure that all operational hours are supervised.
? Regularly conducts dialogues, communication sessions with agents/front liners (skip meetings).
? Ensures that workplace is safe, conducive, and a healthy working environment.
? Implements floor management policies in order to ensure adherence to service level agreements between clients.
? Coordinates with workforce with regards to approval/disapproval of request for unscheduled leaves and tardiness and the necessary adjustments to schedules of available manpower in order to meet requirements.
? Ensures preparation of client required reports and makes necessary endorsements to ensure that deadlines for submission of reports are met.
? Be able to analyze and recommend measures in order to meet set metrics based on trends.
? Ensures all team monitor service calls to observe employee?s demeanor, technical accuracy, and conformity to company policies. 
? Be able to ensure that operations run smoothly on a daily basis.
? Be able to coordinate with Workforce to ensure Service Levels and program goals are met.
? Recommends corrective services within client limits to adjust customer complaints.
? Answers questions about service to Shift Managers and Team Leaders and works to develop so repeat questions do not arise. 
? Strives to help the entire team when in need of assistance.

Location:

Iloilo, Ayala Technohub BuildingPhilippines #J-18808-Ljbffr