Senior Supervisor - Operations ROI

MRO; Pune District; On-site; INR 450,000 - 600,000; Full time

Job summary

MRO is seeking a Senior Supervisor – Operations ROI in Pune to lead a frontline team and drive high-quality service delivery while ensuring compliance with healthcare regulations including HIPAA. The role serves as a bridge between management and staff, focusing on coaching, performance monitoring, and process adherence.

The ideal candidate has 1–3 years of supervisory experience in a BPO with healthcare processes, and a non-technical bachelor’s degree.

Qualifications

• Minimum 1–3 years of leadership experience in a BPO setting, with healthcare processes experience preferred.
• Bachelor’s degree in a non-technical field (BSC, B-Pharma, B.Com, BA, Nursing, Life Science, etc.).
• Strong knowledge of healthcare regulations (e.g., HIPAA) and industry practices.
• Proficiency with performance dashboards and MS Office (Excel & PowerPoint).

Responsibilities

• Lead, supervise, and motivate a team of 10–20 associates, managing attendance and leave.
• Monitor KPIs like AHT, CSAT, FCR, and QA scores; conduct coaching and reviews.
• Oversee daily workflows, schedules, and adherence to protocols and client data security requirements.
• Handle on-the-floor escalation and resolve complex customer issues promptly.
• Coordinate with QA and Training to close knowledge gaps and development plans.
• Produce and present daily/weekly/monthly performance reports to management and clients.
• Identify and implement process improvements to boost productivity and accuracy.

Skills

Leadership

People management

Communication

Problem solving

Time management

Decision making

MS Office

Excel

Education

Non-technical bachelor's degree

Tools

MS Office Suite

Job description

The Senior Supervisor – Operations ROI is responsible for managing daily operations and driving the performance of a frontline team to ensure the consistent delivery of high-quality services. This role serves as a critical liaison between management and operational staff, with a strong focus on compliance with healthcare regulations, including HIPAA, and adherence to client-specific requirements.

Key Responsibilities:

• Team Management & Leadership: Supervise, lead, and motivate a team of 10-20 associates. This includes managing attendance, leave approvals, and overall team dynamics.
• Performance Monitoring & Coaching: Monitor individual and team performance metrics (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Quality Assurance (QA) scores. Conduct regular coaching sessions, provide constructive feedback, and perform performance reviews to drive continuous improvement.
• Operations & Process Adherence: Oversee daily workflows, manage schedules, and ensure all team members adhere to established protocols, client requirements, and data security standards. Ensure all healthcare regulations and DISCLAIMERS are given as per process guidelines.
• Issue Resolution & Escalation Management: Provide on-the-floor support, handle escalated customer complaints or complex issues, and ensure timely and effective resolutions.
• Training & Development: Coordinate with quality and training departments to identify knowledge gaps and implement training initiatives to enhance team members' skills and product knowledge.
• Reporting & Analytics: Generate and present daily, weekly, and monthly reports on team performance, productivity, and operational insights to senior management and clients.
• Process Improvement: Identify areas for improvement and implement strategies and process changes to enhance productivity, accuracy, and operational efficiency.

Required Qualifications and Skills

• Experience: Minimum of 1-3 years of experience in a leadership or supervisory role within a BPO setting, with specific experience in healthcare processes (e.g., claims, prior authorization, revenue cycle management, life sciences etc.)
• Education: Any non-technical bachelor's degree (BSC, B-Pharma, B. Com, BA, Nursing, Life Science etc.), but relevant work experience can be a substitute.
• Knowledge: A strong understanding of healthcare regulations, compliance standards (like HIPAA), and industry-specific practices is essential.
• Core Competencies:
  • Strong leadership, people management, and motivational skills.
  • Excellent communication (verbal and written), interpersonal, and problem-solving abilities.
  • Strong organizational, time-management, and decision-making skills.
  • Proficiency in tools/software, performance dashboards, and MS Office (especially Excel & Power point).
  • Ability to work in a fast-paced, dynamic environment and manage under pressure.