Remote Operations Supervisor – Customer Experience Leader

Sagility India Private Ltd in; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Sagility is seeking an Operations Supervisor to lead and develop our customer service team from a remote U.S. location. The role focuses on coaching CSRs, monitoring performance, and driving KPIs to consistently meet client expectations.

The ideal candidate will have 1+ years in customer service with supervisory experience, strong communication, and the ability to improve team processes. This is a remote role based in the United States.

Qualifications

• High School Diploma or equivalent required; Associates or Bachelor's degree preferred.
• 1+ years customer service experience; 12 months in a supervisor capacity; Healthcare industry preferred.

Responsibilities

• Coach and develop team to achieve account CPIs and KPIs.
• Monitor employee performance using coaching tools and performance dashboards.
• Manage employee performance including coaching, recognition, and merit reviews.
• Clearly communicate client and organization's expectations on an individual and team basis.
• Develop daily/weekly action plans to address performance.
• Handle escalated and non-resolved customer calls and drive improvements.

Skills

Customer service

Coaching

Leadership

Conflict resolution

Data interpretation

Call center tech

Education

High School Diploma or equivalent

Associates or Bachelor's degree preferred

Job description

Sagility is seeking an Operations Supervisor to lead and develop our customer service team from a remote U.S. location. The role focuses on coaching CSRs, monitoring performance, and driving KPIs to consistently meet client expectations.

The ideal candidate will have 1+ years in customer service with supervisory experience, strong communication, and the ability to improve team processes. This is a remote role based in the United States.