Operations Supervisor

View Moreicons; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

View Moreicons is hiring an Operations Supervisor to lead a remote customer service team in the United States. The role focuses on coaching agents, monitoring performance, and ensuring service levels meet client expectations.

Strong communication and data-driven management are essential for driving improvements. The ideal candidate has at least 1+ year in customer service or call center with supervisory experience, and a high school diploma or equivalent (associates/bachelor’s preferred).

Qualifications

• 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.

Responsibilities

• Coach and develop team to achieve account specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tools and performance dashboards based on CPIs and KPIs.
• Manage employee performance including coaching, reward and recognition activities and merit/performance reviews.
• Clearly communicate client and organization expectations on an individual and team basis.
• Develop daily and weekly action plans to address individual performance relative to team performance.
• Ensure employee accountability and productivity using client and organizational tools and reporting.
• Handle escalated and non-resolved customer calls.
• Participate in cross-functional activities to enhance company capabilities and improvements.
• Model compliant behavior and promote adherence to company policies and procedures.
• Promote teamwork and provide guidance to other CSRs.
• Maintain a clean, safe, and obstruction-free work area and practice safety.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Education

High School Diploma or equivalent

Associates or Bachelor’s degree preferred

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.

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+ years' experience in customer service, call center or related field, including 12 months in a supervisor capacity.Healthcare Industry Preferred.

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 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.

Location:

Work@Home USAUnited States of America