Operations Supervisor

View Moreicons; Northern (KY); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Sagility is seeking an Operations Supervisor to lead a customer service team from a Work@Home US setting. The role focuses on coaching, developing CSRs, and driving performance to meet client expectations.

Qualifications include a high school diploma (associates/bachelors preferred) and 1–2+ years in credentialing with at least 1 year in a supervisory role, plus strong communication and process-improvement skills.

Qualifications

• High school diploma or equivalent required; associate or bachelor degree preferred.
• Strong customer service and communication skills across channels.
• Ability to coach and develop a team to meet KPIs and CPIs.
• Experience with call center processes and performance dashboards.

Responsibilities

• Coach and develop team to achieve account CPIs and KPIs.
• Monitor performance using coaching tools and dashboards.
• Manage performance through coaching, rewards, and reviews.
• Coordinate training and knowledge transfer for continuity.
• Set client expectations and drive daily/weekly action plans.
• Ensure accountability and productivity using client tools and reports.
• Handle escalated and unresolved customer calls.
• Participate in cross-functional activities for improvements.
• Model company policies and promote teamwork and safety.

Skills

Interpersonal communication

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Team leadership

Coaching

Process improvement

Data interpretation

Education

High School Diploma or equivalent

Associates or Bachelor's degree preferred

Tools

Computers and software applications

Phone systems

CRM systems

Job description

Explore meaningful roles that let you make an impact in healthcare while growing your career with purpose, innovation, and global opportunities.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The role of a Supervisor is to ensure the highest level of service for our clients by coaching and developing our customer service representatives and managing performance to consistently meet and exceed client expectations.

Job title: Operations Supervisor

Job Description:

Education:

• High School Diploma or equivalent required, Associates or Bachelor’s degree preferred

Experience:

• 1-2+ years credentialing experience

• Minimum of 1 year of Supervisor experience

Mandatory Skills:

• Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

• Ability to improve and/or transform team processes across functions within the organization.

• Ability to understand basic data and take appropriate action.

• Ability to drive individual and team efficiency and productivity through effective and efficient metric management.

• Ability to coach, train, and motivate employees and evaluate their performance.

• Ability to effectively lead and develop team towards improved performance.

• Ability to delegate and manage work loads and projects across functions within the organization.

• Ability to successfully drive continuous improvement efforts by leading work streams related to call center metrics and monitoring tools.

• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.

Roles & Responsibilities:

• Coach and develop team to achieve account specific and organization CPIs and KPIs.

• Responsible for monitoring employee performance using coaching tool and performance dashboards based on CPIs and KPIs.

• Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.

• Responsible for facilitating training of backfill classes to ensure successful knowledge transfer, performance readiness, and operational continuity

• Responsible for clearly communicating client and organization’s expectations on an individual and team basis.

• Develop daily and weekly action Plans to address individual performance in relationship to team performance.

• Responsible for employee accountability and productivity, utilizing tools and reporting provided by clients and organization.

• Responsible for handling escalated and non-resolved customer calls.

• Participate in cross-functional activities and communication to further Company’s capabilities and improvements.

• Responsible for communicating by personal example and ongoing dialogue compliance to Company’s policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs.

• Promote teamwork and cooperative effort.

• Help train and provide guidance to other CSRs within the organization

• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.

• Provide internal and external customers with the highest quality service.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.Employees in this job may perform other duties as assigned.

Location: Work@Home USAUnited States of America

Join our team, we are looking forward to talking to you!