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 Customer Service Manager is responsible for managing a Medical Contact Center Operations team in a virtual environment. Engage and motivate a large team with diverse skills, responsibilities, and geographic locations to deliver Customer Centered service through a time of significant change. Drive collaboration with matrix partners to understand and deliver upon our promises to our customers, clients, and employees
Job title:
Customer Service Manager - Operations
Education : High School Diploma or equivalent required. Bachelor's Degree preferred.
Experience:
• 5+ years’ experience managing within a Contact Center or Call Center Operations Management environment required
• Experience in leading multi-channel virtual operational teams.
• Experience leading in a Customer Centric culture. Strong customer service orientation.
• Experience with Net Promoter Score (NPS) preferred and a proven history of improving an operation’s overall effectiveness and efficiency while improving the customer experience.
Mandatory Skills:
• Strong operational orientation and competence. Demonstrated influential leadership in/with a highly matrixed operations organization.
• Proven results in leading an organization and peers through changing business and/or operations priorities.
• Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
• Ability to motivate, inspire and rally a team around a common vision.
• Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence and partner across a matrix organization
Preferred Skills:
Roles & responsibilities :
• Leads a team of 8 to 10 Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts
• Directs the overall service related activities for the team’s customer service function. Supports the company's customer experience and operations strategies
• Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development
• Interfaces with other service functions and business units (e.g. sales, account management, technology) accordingly
• Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
• Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests. Develops innovative solutions
• Anticipates Customer needs and proactively develops solutions to meet them;
• Solves unique and complex problems with broad impact on the business;
• Develops and manages business plans to achieve objectives.
• Manages external and internal service compliance; identify risk/compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions
• Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short- and long-term savings to the company and customers by enhancing the service experience; influence others to consider the customer's service expense opportunities
• Acts as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency
• Develop direct reports through coaching, delegation and guidance to master current roles and expand their influence for more responsibility or another client role
• Focus on improving the Customer Experience through coaching, guidance and identification/execution of operational improvement opportunities. Collaborate with Quality and Coaching to improve overall audit performance on customer surveys.
Location:
Quezon City, Bridgetowne GBF Center 1Philippines
Sagility is the foremost expert in healthcare operations with over 25 years of experience across the entire value chain—upstream, midstream, and downstream. We combine deep domain expertise, tech-led transformation, and trusted collaboration to help healthcare organizations achieve operational excellence and deliver better outcomes.
• 𝐃𝐞𝐞𝐩 𝐃𝐨𝐦𝐚𝐢𝐧 𝐄𝐱𝐩𝐞𝐫𝐭𝐢𝐬𝐞: We understand healthcare operations like no one else. Our knowledge is embedded in every process, enabling us to create meaningful value for payers, providers, and other stakeholders.
• 𝐓𝐞𝐜𝐡-𝐋𝐞𝐝 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧: Transformation is more than deploying point solutions or isolated AI use cases. We reimagine end-to-end workflows, architecting integrated designs that drive efficiency, scalability, and innovation.
• 𝐓𝐫𝐮𝐬𝐭𝐞𝐝 𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧: We build on the trust our clients place in us by fostering a robust ecosystem of partners—including consulting firms, software providers, platform companies, system integrators, and cloud innovators—to deliver comprehensive solutions delivering higher ROI.
At Sagility, we are mastering the art of leading with AI-first mindset that is grounded in compliance powered by the passion of our people to deliver value across the continuum of healthcare operations. With a presence across 5 countries and a strong workforce of nearly 45,000 employees, we bring global scale and expertise to every engagement.
