Senior Supervisor - Operations ROI

Clinetic, an MRO Company; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Clinetic, an MRO Company, seeks a Senior Supervisor – Operations ROI to oversee a 10–20 member frontline team and ensure delivery of high-quality, compliant services. The role bridges management and staff with strong emphasis on HIPAA adherence and client requirements.

You will monitor KPIs (AHT, CSAT, FCR, QA), coach performance, drive process improvements, and provide reports to senior management and clients.

Qualifications

• Experience leading BPO teams, preferably in healthcare processes.
• Bachelor's degree in a non-technical field; experience may substitute.
• Strong knowledge of HIPAA and healthcare regulations.
• Proven coaching and performance-management skills.

Responsibilities

• Lead and supervise a frontline team of 10–20 associates.
• Monitor KPIs: AHT, CSAT, FCR, QA scores; coach and review performance.
• Ensure daily workflows, schedules, client requirements, and data security adherence.
• Handle on-the-floor issue resolution and escalations.
• Coordinate with quality and training teams to close knowledge gaps.
• Generate and present daily/weekly/monthly performance reports.
• Identify and implement process improvements to boost productivity and accuracy.

Skills

Leadership

People management

Communication

Problem solving

Organizational skills

Time management

Decision making

Attention to detail

Education

Non-technical Bachelor's degree

Tools

MS Office

Job description

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.