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:
Primary Responsibilities
The Engagement Manager serves as a key resource for driving agent engagement, consumer experience, and performance improvement initiatives. This role partners closely with operations leadership, supervisors, coaches, and client stakeholders to create a positive and productive work environment.
Core Responsibilities:
- Drive execution of the Agent Experience (AE) program in alignment with established SOPs.
- Coordinate and manage contests sponsored by both the client and internal leadership.
- Maintain branding, signage, and visual communications that promote engagement and performance.
- Develop and maintain recognition programs, leaderboards, rankings, and performance celebrations.
- Recognize and reward positive consumer feedback, including survey results.
- Manage and distribute approved swag, incentives, and recognition awards.
- Drive new hire engagement activities, including:
- Welcome communications
- Trainee recognition programs
- Graduation celebrations
- Engagement activities throughout training
- Review unfavorable survey results by:
- Listening to recorded interactions
- Identifying performance opportunities
- Partnering with supervisors and coaches on corrective actions
- Supporting outreach efforts and coaching plans as needed
- Analyze performance trends using reporting tools.
- Provide recommendations to supervisors and coaches on strategies to improve sales performance, engagement, and consumer satisfaction.
- Prepare reports and presentations on engagement activities, performance trends, and program outcomes.
- Partner with operational and client leadership to manage expectations and support overall program success
Qualifications:
- Passion for delivering an outstanding consumer experience.
- Creative and innovative approach to building a positive, motivating culture for agents.
- Strong interpersonal skills and ability to connect with individuals at all levels.
- Demonstrated history of stable work experience.
- Proficiency with computer systems and Windows-based applications, with the ability to quickly learn and navigate complex platforms.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Ability to understand and support multiple products and benefit structures.
- Ability to remain focused and productive while performing repetitive tasks.
- Self-motivated, ambitious, and results-oriented.
- Outgoing personality with a positive, high-energy approach.
- Group Retiree Programs: Knowledge of Group Retiree resources and processes preferred.
Minimum Requirements
- Bachelor's degree in Business, Marketing, Communications, Human Resources, or a related field preferred.
- Minimum of four (4) years of experience in customer service, employee engagement, operations, training, sales support, or a related field.
- Demonstrated experience creating employee engagement and recognition initiatives.
- Strong problem-solving and conflict-resolution skills.
- Excellent communication and relationship-building abilities.
- Ability to work independently while managing multiple priorities in a fast-paced environment.
- Experience analyzing performance metrics and translating insights into actionable recommendations.
- Strong attention to detail and organizational skills.
Certifications / Training Requirements
- Trainer Content Certification or completion of designated New Hire Agent Training.
- Attendance at required client-designated training location(s) as assigned.
- Completion of client mandated training.
Systems Experience Required
- Microsoft Office Suite:
- Word
- Excel
- PowerPoint
- Outlook
- OneNote
- Ability to learn and navigate multiple operational and client-specific systems.
Location:
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