Sagility
healthcare
TeamLeader
Neural analysis suggests this role is
optimal for Mid candidates.
“Team Leader at Sagility. Skills: Coaching, Performance Management, People Management/Team Orientation. Ensure that Team Members meet productivity standards. Assist Shift Managers in ensuring that client service levels are met or exceeded”
What You'll Achieve.
Ensure the highest level of service for our clients; consistently meet and exceed client expectations; Meet productivity standards; client service levels are met or exceeded
Industry & Context.
Problem Solving
What They're Looking For.
Must Have
1+ years experience in customer service, call center or related field, 12 months in a supervisor capacity, Expert communication skills, both written and verbal, Computer / Digital Literacy such as Microsoft Office Suite, data entry, using multiple software applications simultaneously, general computer skills, and high comfort-level in intranet/internet navigation, Job Knowledge, Sense of Urgency, Passion for Excellence, Working in Team/Interpersonal Skills, Work Organization, People Management/Team Orientation, Drive for Results/Execution, Thriving in Change, Expertise/Analytical Skills, Product Knowledge, Problem Solving, Presentation Skills, Facilitation Skills, Coaching, Process Improvement, Performance Management, Discipline Management
Nice to Have
Healthcare Industry Preferred
What You'll Do.
Ensure that Team Members meet productivity standards
Assist Shift Managers in ensuring that client service levels are met or exceeded
Report to Shift Manager any health/safety and performance concerns that may affect agent's fulfillment of role in Operations
Monitor service calls
and other contact methods to observe employee's demeanor
and conformity to company policies
Monitor individual Team Members' statistics for Attendance
Recommend and apply corrective measures for Team Members who do not meet minimum performance metrics
Assign reports or projects to Team Members as needed
Work with Team Members to resolve grievances
Meet with team at least once a week to discuss issues and share best practices
Responsible in cascading policy/procedure updates and/or training flashes to the agents/CSRs
Communicate resignations from the team and other agent concerns to HR
Update employee attendance record in Employee Self Service (ESS) and make sure that records will be sent to payroll timely
Escalate all employee concerns to HR Business Partner and Shift Manager
Coordinate with Shift Manager and Workforce department about team member's shift
and leaves (vacation leave
Escalate Quality related issues to Shift Manager
Note all situations that arise that were not covered in training or in previous updates
Determine work procedures and expedite workflow
Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI)
Inform the Shift Manager when the systems needed to handle calls are not working effectively
Recommends corrective services within client limits to adjust customer complaints
Strives to help the entire team when in need of assistance
Use data from reports on Attendance
and Quality to coach CSRs towards better performance
Incorporate personal observations and documented critical incidents in coaching sessions to further improve CSR performance
Work with Escalation Agents to prepare them for future Team Leader positions
Identify team members who display potential for other positions within the company
Assign tasks or projects to further develop that potential
Prepare a Performance Assessment/Appraisal (PA) for each associate at the end of each year
Take escalated calls from Escalation Agents or from CSAs in the absence of EAs
How You'll Work.
Team & Collaboration
Work with Team Members to resolve grievances; Meet with team at least once a week to discuss issues and share best practices; Work with Escalation Agents to prepare them for future Team Leader positions; Strives to help the entire team when in need of assistance
Communication Scope
Expert communication skills, both written and verbal
Full Job 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. The role is to ensure the highest level of service for our clients by coaching and developing our customer service representatives and managing performance to consistently meet and exceed client expectations. **Job title:** Team Leader **Job Description:** **Education:** * Minimum 4 year college degree with degree in Management, Life Science, or Marketing. **Experience:** * 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity. Healthcare Industry Preferred. **Mandatory Skills:** * Expert communication skills, both written and verbal. * Computer / Digital Literacy such as Microsoft Office Suite, data entry, using multiple software applications simultaneously, strong general computer skills, and high comfort-level in intranet/internet navigation. * Job Knowledge * Sense of Urgency * Passion for Excellence * Working in Team/Interpersonal Skills * Work Organization * People Management/Team Orientation * Drive for Results/Execution * Thriving in Change * Expertise/Analytical Skills * Product Knowledge * Problem Solving * Presentation Skills * Facilitation Skills * Coaching * Process Improvement * Performance Management * Discipline Management **Roles & responsibilities:** * Ensure that Team Members meet productivity standards. * Assist Shift Managers in ensuring that client service levels are met or exceeded. * Report to Shift Manager any health/safety and performance concerns that may affect agent's fulfillment of role in Operations. * Monitor service calls, e-mails,
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