On-Site Call Center Operations Lead

Reciprocity Industries LLC; Billings (MT); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision

Voluntary life, accident, critical Ill

Vacation, sick and floating holidays

Employee assistance program

Paid parental leave

401(k) retirement plan

Job summary

Reciprocity Industries LLC is seeking an Operations Supervisor to lead a Client Support Specialist team in a fast-paced on-site Billings, MT environment. You will hire, train, and coach staff while promoting empathy, accuracy, and professionalism in every client interaction.

You will monitor performance, address escalated issues, and collaborate with cross-functional teams to improve processes and the client experience.

Qualifications

• Must be at least 18 years of age or older.
• 1–5 years of supervisory experience.
• Associate or bachelor’s degree in a relevant field preferred.
• Working knowledge of Microsoft Office Suite, Adobe, and other similar software.
• Must be able to read, comprehend, and follow written and verbal instructions.

Responsibilities

• Supervise, coach, and support the daily operations of the Client Support Specialist team.
• Hire, onboard, and mentor new team members.
• Foster a positive, client-first culture focused on empathy, accuracy, and professionalism.
• Monitor individual and team performance, providing real-time feedback, coaching, and formal evaluations.
• Ensure consistent adherence to company performance standards, policies, and operational procedures.
• Provide operational guidance on legal documentation, medical record retrieval, and client interaction best practices.
• Analyze performance metrics and client feedback to identify improvement opportunities.
• Collaborate with other supervisors and cross-functional teams to support shared goals and solve challenges.
• Respond to escalated calls and situations with professionalism and sound judgment.
• Participate in leadership meetings and strategic planning efforts.
• Maintain operational reporting tools, dashboards, and documentation as directed.
• Lead by example in fostering a culture of accountability, collaboration, and continuous improvement.
• Perform other responsibilities as assigned by management, demonstrating flexibility in adapting to business needs.

Skills

Team leadership

Accountability

Service excellence

Data analysis

Communication

Empathy

Problem solving

Documentation accuracy

Education

Associate or bachelor's degree

Tools

Microsoft Office Suite

Adobe

Job description

Reciprocity Industries LLC is seeking an Operations Supervisor to lead a Client Support Specialist team in a fast-paced on-site Billings, MT environment. You will hire, train, and coach staff while promoting empathy, accuracy, and professionalism in every client interaction.

You will monitor performance, address escalated issues, and collaborate with cross-functional teams to improve processes and the client experience.