Director of Call Center Operations

Our team is currently hiring a Director of Operations at our Kingston location. This role manages accounts and teams across the US and Jamaica.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. Our company optimizes the entire member/patient experience through service offerings for clinical operations, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. The Sagility team has more than 30,000 employees across 5 countries and revenues of over $500 million.

Our team is currently hiring a Director of Operations at our Kingston location.  This role manages accounts and teams across the US and Jamaica.  The Director ensures overall client satisfaction, retention and account profitability objectives by ensuring all contractual key performance indicators are met. This is a key role in our organization with excellent growth potential.

Key Responsibilities:

• Review and manage balanced scorecard and Key Performance Indicators, regularly focusing on long term objectives to ensure client and Sagility goals are continually met. 
• Develop long term plan to enhance performance of programs.  This includes areas such as Force Management, Training, quality, staffing and/or program initiatives.
• Effectively manage in a fast-paced call center environment with multiple teams.
• Lead cross-functional activities and communication to further partnership between Sagility and assigned clients. 
• Participate in cross-functional teams including IT, WFM, Client Services, Implementation, Change Management, and other support departments.
• Use a systematic approach to identifying improvement opportunities, root-cause analysis, recommending solutions, and implementing process improvements in accordance with client/company policies and practices.  
• Responsible for leading, providing professional development, and evaluating direct reports.
• Provide clients with contact center consulting services in relationship to benchmark data relative to forecasting, staffing, quality assurance, training, call center technology, etc.  
• Prepare, deliver, and facilitate both client and internal business presentations and meetings.

Skills and Experience Required:

• Bachelor's degree, or equivalent in a business-related curriculum.
• 7-10 years of call center management experience including directing multiple centers.
• Proficient working knowledge of workforce management, telecommunications and call center management systems and terminology.
• Strong working knowledge of PC applications including MS Office products.
• This role offers a combination of in office and work at home for an individual based in the Kingston area.  The ability to travel to the US is required.