Search the 33 jobs at Sagility

The WFM Manager will oversee the management information systems project support, leading a team of analysts while ensuring the accuracy and quality of reports. Responsibilities include developing KPIs, managing report requests, collaborating with multiple teams, and delivering actionable insights to improve performance metrics.

The WFM Manager - Seat Optimization is responsible for ensuring optimal allocation of workforce seats, managing relationships with stakeholders, analyzing data trends, and delivering key insights. This role involves coaching teams, strategic planning, and collaboration with finance to support budget creation and forecasting.

The Team Leader will manage internal customer relations, oversee staff development, and ensure process improvement in the team. Responsibilities include handling employee concerns, coaching agents for performance improvement, monitoring service quality, and maintaining operational standards. The role also involves escalating issues and reporting metrics to management.

The Associate Training Manager reports to the Senior Training Manager and is responsible for overseeing and delivering training across multiple sites, managing training requirements, coordinating with clients on training curricula, and mentoring Line Trainers. This role also encompasses the analysis, development, and evaluation of training programs, fostering compliance with quality and information security standards.

The Customer Service Representative (CSR) will address client concerns via voice or non-voice support, depending on business needs. Responsibilities include assisting clients with inquiries and providing necessary support for billing and payment collections, as well as provider support.

The Associate - Process Improvement at Sagility is responsible for monitoring customer contact points to ensure compliance with quality standards, providing coaching to agents, and managing escalated calls. The role involves analyzing data to drive quality improvements and working closely with supervisors and quality teams to align on performance expectations.

The Accounting Associate will be responsible for month-end closing tasks including preparation of adjusting entries and accruals. Key duties involve lease accounting, fixed asset accounting, monthly tax computation, and financial reporting. The associate must apply basic accounting principles and knowledge of tax regulations to ensure compliance and accuracy in financial records.

The Allied Science Team Leader is responsible for overseeing team productivity and service delivery in a call center environment, managing employee performance, coaching staff, and ensuring compliance with company quality and security standards. Duties include monitoring service interactions, conducting performance appraisals, and facilitating process improvements.

The Team Leader will oversee internal customer relations, ensure effective process improvement, support staff development, and manage team performance and productivity. Responsibilities include coaching team members, assisting with escalated calls, and maintaining operational excellence while adhering to quality standards and compliance regulations.

The Director of Business Excellence will lead continuous improvement initiatives, drive transaction quality, and enhance customer experience through data analysis and stakeholder engagement. Responsibilities include planning project roadmaps, collaborating with RPA and Analytics teams, conducting workshops to foster innovation, and mentoring teams on strategic skills.

The Reports Specialist will create, maintain, and analyze reports to support operational decision-making. The role involves data extraction, report and dashboard creation, and insights delivery for process improvement while ensuring accuracy and timeliness. The specialist will leverage tools like VBA, Excel, and Power BI to develop performance metrics and collaborate with various stakeholders.

The Quality Analyst monitors customer contact points, evaluates surveyed calls, provides actionable insights to improve operations and quality standards, and manages documentation ensuring compliance. They lead training and coaching for agents, manage process improvement initiatives, and uphold the organization's information security principles while addressing performance management and people management responsibilities.

The role oversees quality assurance and control metrics, coordinates across teams for new initiatives, and drives continuous improvement culture. Key responsibilities include mentoring, budgeting, and ensuring alignment with global strategies. The AVP will provide leadership in CI projects and support operations through metrics monitoring and process improvements.

The Quality Analyst is responsible for monitoring customer interactions, evaluating surveyed calls, and providing actionable insights to improve quality and customer satisfaction. The role involves coaching team members, managing process improvement projects, and ensuring compliance with quality standards. Additional responsibilities include generating reports, leading calibration sessions, and collaborating with operations to enhance performance.

The Capacity Planner at Sagility administers and optimizes the capacity, staffing, and resource plans for operations. Responsibilities include forecasting metrics, coordinating with leadership for recruiting, leading capacity planning meetings, and ensuring optimal resource utilization according to business demand and KPIs.

The Sr. Director of Business Excellence is responsible for driving transaction quality, leading continuous improvement initiatives, and enhancing the member experience through data analysis and strategic projects. This role involves collaborating with cross-functional teams, mentoring staff, managing project roadmaps, and utilizing Speech Analytics for actionable insights.

The Sr. Specialist-Infra Desktop Support is responsible for ensuring the personal computers and peripherals are functioning properly. This includes installation and configuration of operating systems, monitoring system performance, and handling hardware inventory. The role requires effective communication and teamwork, as well as knowledge of desktop operating systems and network technologies.

The Provider Traditional Bohol Team Leader oversees team operations, ensuring effective communication and support for agents, coordinating HR matters, and driving process improvements. They monitor performance metrics, coach team members for better productivity, and handle escalated customer interactions, all while maintaining compliance with health regulations.

The Business Excellence Reports Specialist collects and analyzes data to drive business decisions, ensuring timely report generation and effective communication of insights. The role involves collaboration with various teams for data management and developing dashboards to track KPIs, ultimately contributing to operational excellence.

The Team Leader is responsible for managing and developing customer service agents, ensuring productivity standards, improving processes, and facilitating internal communications. Duties include monitoring performance metrics, coaching staff, managing escalated customer inquiries, and collaborating with HR and management for employee-related matters. The role also involves advising on process improvements and upholding organizational policies regarding quality and security standards.