Remote Operations Supervisor - Customer Experience Coach

Sagility India Private Ltd; El Paso (TX); Remote; USD 55,000 - 75,000; Full time

Job summary

Sagility is hiring a Supervisor Operations to lead a customer service team working from home in the United States. The role focuses on coaching CSRs, monitoring performance against CPIs and KPIs, and driving continuous improvement across functions.

Required are 1+ years in customer service or call center, with at least 12 months in a supervisory capacity; a high school diploma is required, with associates or bachelor's degree preferred.

Qualifications

• Education: High School Diploma or equivalent; associates or bachelor’s preferred.
• Experience: 1+ year in customer service/call center; 12 months in supervisor role; healthcare experience preferred.

Responsibilities

• Coach and develop team to achieve account CPIs and KPIs.
• Monitor employee performance using coaching tools and dashboards.
• Manage performance reviews, recognition, and accountability.
• Communicate expectations clearly to individuals and teams.
• Lead cross-functional collaboration to improve processes.

Skills

Interpersonal skills

Customer service

Problem-solving

Verbal communication

Written communication

Conflict resolution

Coaching

Performance metrics

Education

High School Diploma

Associates or Bachelor's degree preferred

Tools

CRM software

Phone systems

Job description

Sagility is hiring a Supervisor Operations to lead a customer service team working from home in the United States. The role focuses on coaching CSRs, monitoring performance against CPIs and KPIs, and driving continuous improvement across functions.

Required are 1+ years in customer service or call center, with at least 12 months in a supervisory capacity; a high school diploma is required, with associates or bachelor's degree preferred.