Shift Manager
Sagility
full-time
Posted on:
Location Type: Office
Location: Iloilo • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Accountable for 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.
- Submits periodic productivity/service performance reports to the Operations Manager.
- Prepares the schedule/Team Leaders assignments.
- Conducts dialogues, communication sessions with agents/front liners.
- Implements customer complaint escalation and turnaround time for complaint resolution to meet service level agreements.
- Conducts performance reviews and appraisals for Team Leaders.
Requirements
- Minimum 4 year College Degree
- At least 2-3 years of experience leading teams
- 3-4 years of Healthcare Member or Provider experience
- Strong workforce management and Human Resource background
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Proficiency with necessary technology, including computers, software applications, phone systems, etc.
- Ability to improve and/or transform teams 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 strategically 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 various work streams related to call center metrics and monitoring tools.
- Ability to solve problems and handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
Benefits
- Ensures workplace is safe, conducive, and a healthy working environment
- Implements floor management policies in order to ensure adherence to service level agreements between clients.
- Ensures operation's compliance with the client's requirements and policies
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementdata analysisperformance managementmetric managementcustomer complaint resolutionteam process improvementcall center metricscontinuous improvement
Soft skills
interpersonal skillscustomer serviceproblem-solvingverbal communicationwritten communicationconflict resolutioncoachingtrainingmotivationdelegation
Certifications
College Degree