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.
The Engagement Manager is responsible for creating a motivating, engaging, and high-performing environment that drives both agent success and an exceptional consumer experience. This role requires a high-energy, people-focused professional who is passionate about employee engagement, recognition, and performance improvement.
Job title:
Consumer Engagement Manager
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:
Work@Home USAUnited States of America