Ops Program Support Supervisor: Lead & Coach CS

publicpartnerships; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Public Partnerships LLC (PPL) in New York seeks an Operations Program Support Supervisor to oversee day-to-day operations of the Program Support and Outreach Specialist team, ensuring high standards of service.

You will coach staff, manage KPIs, handle escalated client concerns, and collaborate across departments to improve processes and client outcomes, fostering a positive team environment.

Qualifications

• Leadership experience in supervising a service team.
• Ability to handle complex customer issues and coaching.
• Strong communication and organizational abilities.
• Understanding of healthcare or home care customer service is a plus.

Responsibilities

• Team Supervision: Oversee a team of Program Support and Outreach Specialists, providing guidance and feedback.
• Performance Management: Monitor KPIs and service standards; conduct reviews and provide feedback.
• Team Leadership & Staff Engagement: Conduct regular one-on-one check-ins and team meetings.
• Client Support: Handle escalated inquiries, concerns, or complaints with timely resolutions.
• Training & Development: Assist onboarding and ongoing coaching for new team members.
• Process Improvement: Identify opportunities to improve workflows and tools; implement changes.
• Quality Assurance: Ensure interactions meet quality, professionalism, and policy standards.
• Scheduling & Coordination: Support staffing and shift coverage to maintain operations.
• Reporting: Generate reports on performance and client feedback to drive insights.
• Collaboration: Work with Operations, Registration, Compliance to improve client experience.
• Client Advocacy: Ensure clients' needs are understood and addressed.

Skills

Leadership Skills

Problem-Solving

Communication Skills

Organizational Skills

Customer-Centric Focus

Compliance Knowledge

Technical Skills

Education

High school diploma or equivalent; associate or bachelor's degree preferred.

Job description

Public Partnerships LLC (PPL) in New York seeks an Operations Program Support Supervisor to oversee day-to-day operations of the Program Support and Outreach Specialist team, ensuring high standards of service.

You will coach staff, manage KPIs, handle escalated client concerns, and collaborate across departments to improve processes and client outcomes, fostering a positive team environment.