Customer Care Team Lead – Call Center

Sagility LLC; El Paso (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

Sagility LLC is seeking a Supervisor in El Paso, Texas, responsible for coaching and developing the team to meet account-specific goals and KPIs. The ideal candidate will have at least 1 year of experience in customer service or a call center environment, with a preference for healthcare experience.

This position requires strong interpersonal and problem-solving skills and the ability to lead effectively. Responsibilities include monitoring employee performance and managing escalated customer claims. Join us to enhance customer service excellence!

Qualifications

• 1+ years in customer service, call center, or related field, including 12 months in a supervisor capacity.
• Healthcare industry experience preferred.

Responsibilities

• Coach and develop team to achieve account-specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tools and dashboards based on CPIs and KPIs.
• Manage employee performance including coaching, reward and recognition, merit/performance reviews.
• Clearly communicate client and organization expectations on an individual and team basis.
• Create daily and weekly action plans for team performance.
• Handle escalated and unresolved customer claims issues.

Skills

Excellent interpersonal skills

Customer service skills

Problem-solving skills

Verbal and written communication skills

Conflict resolution skills

Proficiency with technology

Ability to drive team efficiency

Coaching and training abilities

Leadership skills

Project management skills

Education

High School Diploma or equivalent

Associates or Bachelor’s degree preferred

Job description

Sagility LLC is seeking a Supervisor in El Paso, Texas, responsible for coaching and developing the team to meet account-specific goals and KPIs. The ideal candidate will have at least 1 year of experience in customer service or a call center environment, with a preference for healthcare experience.

This position requires strong interpersonal and problem-solving skills and the ability to lead effectively. Responsibilities include monitoring employee performance and managing escalated customer claims. Join us to enhance customer service excellence!