Licensed Seasonal Operations Supervisor: KPI & Mentoring

ResultsCX Named ‘Major Contender’ in Everest Group; Norristown (Montgomery County); In loco; USD 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

ResultsCX is seeking a Supervisor, Operations - Licensed Seasonal in Norristown. Lead a team of 10+ licensed healthcare agents, coaching on performance, service quality, and product knowledge to meet client targets.

Drive development, handle escalations, and maintain a positive team environment while ensuring accurate payroll inputs and documentation. The role emphasizes mentorship, KPI achievement, and strong communication, with a focus on inbound contact center excellence and professional

Competenze

• Licensed Insurance professional with CE completed.
• Punctuality and consistent attendance are expected.
• Proven ability to exceed KPI targets in a contact center.
• Excellent phone, customer service and written communication skills.
• Strong analytical and troubleshooting capabilities.

Mansioni

• Directly manage a team of 10+ licensed healthcare agents and oversee payroll inputs.
• Identify, prioritize, and coach agent development areas.
• Document account resolutions, issues and general notes for records.
• Assist agents with functionality and basic troubleshooting of product issues.
• Maintain performance levels and up-to-date product knowledge from updates.
• Provide motivational techniques to improve team morale and environment.
• Multitask, listen, input data, and provide solutions to agents.
• Ensure agent materials are current and accurate; support escalation handling.

Conoscenze

Mentor

KPI achievement

Inbound calls

Coaching

Team leadership

Analytical skills

Troubleshooting

Communication

Formazione

Resident Insurance License

CE completed

Descrizione del lavoro

ResultsCX is seeking a Supervisor, Operations - Licensed Seasonal in Norristown. Lead a team of 10+ licensed healthcare agents, coaching on performance, service quality, and product knowledge to meet client targets.

Drive development, handle escalations, and maintain a positive team environment while ensuring accurate payroll inputs and documentation. The role emphasizes mentorship, KPI achievement, and strong communication, with a focus on inbound contact center excellence and professional