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.

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:

Job Description:

Duties and Responsibilities below are applicable for both in-office-based and telework based employees:

• Understand Sagility Business Strategy and managed care direction.
• Utilize and be familiar with current system functions, applications and enhancements.
• Additional responsibilities include development and training of self and coworkers
• Uphold the Sagility and Sagility Core Values at all times
• Maintains the highest level of integrity with the information used.

Shift Management Function:

Accountable for the shift operations. Ensures execution of contingency and disaster recovery plans. 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 Be able to ensures that operations run smoothly on a daily basis Be able to coordinate with Workforce to ensure Service Levels and program goals are met

Quality Management/Standards Compliance Function:

Conducts performance reviews and appraisals for Team Leaders (monthly/midyear/yearly). Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct. Conducts regular inter and intradepartmental operations, feedback, action planning, meetings for dissemination of policies and products, hardware issues, troubleshooting, review of status reports, etc. Participates in the development of contingency plans, escalation procedures, and disaster recovery plans. Regularly reviews staffing requirements, actual headcount vs. budget, and requisitions for manpower when necessary. Ensures implementation of customer complaint escalation and turnaround time for complaint resolution to meet service level agreements. Participates in the preparation of the department?s annual business plan and budget to support HTMT?s objectives and goals. Ensures operation?s compliance with the client?s requirements and policies. Provides recommendations in the setting of call center systems parameters. Be able to implement action plans to ensure alignment between the other support groups. Be able to communicate as needed with other departments within the Contact Center about operational and personnel needs

• Cross functions
• Help out for/from other groups

Be able to analyze situation arises outside the established guidelines or parameters and be able to evaluate such situation for impact on present Be able to give recommendations and implement these recommendations once approved to ensure process improvement in order to help the program achieve its goals. Be able to be responsible in the performance of his/her team.

Staff Development Function:

Be able to provide bi-monthly one-on-one coaching and feedback to drive performance and reduce cost Be able to provide immediate coaching regarding TL or team performance when the need arises using documented personal observations or critical incidences to improve TL and team performance Be able to ensure timely and accurate communication regarding updates to team leaders Be able to initiate and support all employee satisfaction and workplace programs Be able to answer questions about service to the Team Leaders. Be able to recommend and apply corrective measures for staff members who do not meet minimum performance metrics. Be able to monitor key performance indicators within and across teams to assure that standards are met across the board. Be able to work with Team Leaders to resolve concerns of agents as well as their own Be able to follow-up personnel issues (e.g. Payroll, HR, etc) as reported by TLs. Be able to meet with TLs at least once a week to discuss program and team performance and share best practices. Be able to ensure TLs submit accurate and timely reports (ex. Coaching logs, performance review, etc) Be able to create specific Individual Development Plans for TLs over a given period of time to prepare them to the next level

Administrative Function:

Be able to file accurate and timely agent coaching logs from TLs. Be able to file the weekly / monthly team performance reviews Be able to implement programs to ensure high levels of Quality. Be able to develop initiatives to optimize results Be able to partner with other Shift Managers to share / implement best practices Be able to monitor team performance in Chronicle on a daily basis Submit weekly and monthly team operations review to Operations Manger

Others:

• Perform tasks assigned by the Operations Manager.
• Prepare composite reports from the individual reports of subordinates.
• Communicate as needed with other departments within the Contact Center about operational and personnel issues.
• Take calls escalated from Team Leaders.

Telework Functions:

• Managers will continue to provide support whenever required.
• Regular coaching must be scheduled and practiced even remotely. Manager will need to coordinate with work force for the schedule and accordingly arrange the meeting with the agent over the phone or through skype or MS Teams via Citrix.
• Ensuring records such as Employee Personal Information and Contact numbers, Equipment, Tokens, etc. are updated and well communicated with his/her manager.
• Managers are to keep their teams informed of updates and announcements. Communicating regularly with the teleworker to ensure he/she has the information needed to successfully perform his/her job.
• Managers must initiate, manage and monitor chat support group for agents or teams of agents in a shift.
• Managers will continue to manage their team?s attendance and coordinate with workforce management for their agent?s work schedule and other activities such as coaching, days off, vacation leave, and sick leave.
• Teleworkers are expected to meet the same performance requirements as their in-office-based colleagues.
• Should be available during scheduled work hours and ensures they understand their manager's expectations for accessibility and response time when they are working off-site.
• Teleworkers are to meet deadlines and ensure achievement of set targets.
• Teleworkers should promptly respond to calls, e-mails, and instant messages.
• Teleworkers ensure background noises and distractions are kept to a minimum.
• Teleworkers have to be available for contact and communication during the periods in which home- based work is carried out.
• Teleworkers complete periodic reviews with process managers to know their progress and provide any support or performance interventions
• Teleworkers are to comply and be familiar with all teleworking and in-office policies and procedures set forth by the client, the company and the program.
• Teleworkers have adhered to Attendance and Work Hours policies set forth by the client and company.
• Teleworkers must perform work during scheduled work hours only.
• Teleworkers need to account for and report time spent the same way they would at the regular worksite, or according to the terms of the company
• Compliance to work hours must be adhered. Holiday/Leave shall be as per current/regular work hour policy. Extra login must be as per policy/statutory requirement.
• Use the company attendance system and ensure that they are approved before the given timeline every month which shall be used to compute the attendance for payroll processing
• Teleworkers are to ensure that responsibility to care for children or other family or household members or engaging in any other non-work-related interests will not compete with the employee?s work requirements during the designated work hours.
• For Teleworkers: In the event a teleworker has a change of address for their home worksite, they should notify the designated supervisor in writing at least 7 days prior to the change of address.

GENERAL SAFETY AND SECURITY RESPONSIBILITIES

• In-office-based and teleworkers Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• In-office-based and teleworkers ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
• In-office-based and teleworkers reports Information Security related incidents without any delay to the right authority.
• In-office-based and teleworkers remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Gramm Leach Bliley Act or 1999, Centers for Medicare & Medicaid Services (CMS) and Standards of PCI DSS.
• In-office-based and teleworkers are to strictly comply to the Clean Room Policy set by the Client and the Company. This includes but not limited to the following:
  • All portable devices are prohibited from entering the clean room environment. This includes, but is not limited to, mobile devices (i.e. phones, tablets, laptops, etc.), printers, USB storage devices and thumb drives, electronic media recording devices or image/screen capture devices.
  • For Teleworkers: Exceptions to this requirement (i.e. utilizing personal laptop or cell phone for connection) are granted on limited basis with protocols in place to track and monitor the use of the portable devices.
  • For Teleworkers: A cell phone may be used to access a mobile hotspot for connectivity purposes
  • For Teleworkers: A cell phone may be used to communicate with a Team Leader or Support Technician
  • Copy/Paste and print screen functionality is not allowed
  • Users are not permitted to use paper, pen, pencil and printed material in the clean room
  • For Teleworkers: Where connectivity is not directly through Sagility?s network, all access is achieved through virtual machines or application virtualization (i.e. Citrix or VM Ware)
  • Token hardware will be safeguarded from theft, damage, loss or misuse.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

Competency requirements below are applicable for both in-office-based and telework based employees:

• Education and/or Experience: College degree in management, marketing or psychology. 1-2 years call center experience.
• Language Skills: English, additional language a plus
• Computer skills: MS Excel, MS Word, Microsoft Access
• Reasoning Ability: Must be able to problem solve, and determine problems, also to recommend solutions. To seek out better methods of training classes to operate.
• Certificates, Licenses, Registrations: n/a
• Physical demands: May require weekend or evening work.
• Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
• Able to establish structures and procedures to protect classified information.
• Able to report information security related incidents without any delay to the proper authorities. Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality.
• Able to participate during training, orientation and awareness programs pertaining to QISMS.

OTHER REQUIREMENTS:

Reports to: Operations Manager

Supervises:

Team Leaders and Training Officers in Charge

Office-Based Work Environment: The work environment consists of a professional office workplace.

Telework environment: The work environment should be incompliance with the Clean Room Policy set forth by the Client. Teleworkers must agree to comply with all Sagility policies and procedures regarding the safekeeping of confidential information. This includes but not limited to the following:

• Their workspace must be isolated from the rest of their home and used exclusively for Sagility business.
• They must make sure that other people in the home cannot see confidential Sagility information at any time.
• They must ensure that household noises cannot be heard as they conduct Sagility business by telephone.
• The phone call conversations must not be heard by others in the house.
• Teleworker?s computer must be password protected and if they leave the workspace, they should lock their screen or shut down their computer. If company documents or equipment is accessible to others in the household when they are not working, they must be secured in locked file cabinets if possible.

Home Inspection for Teleworkers: Teleworkers must agree to allow their managers and/or the program?s Compliance Team to inspect the workspace in their home. This will allow them to work together to ensure the workspace is safe, private, and secure.

Location: