Remote Operations Supervisor - Healthcare CX

View Moreicons; Northern (KY); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Sagility is seeking an Operations Supervisor to coach and develop customer service representatives, monitor performance dashboards, and ensure KPIs are met or exceeded. The role drives process improvements and cross-functional collaboration while maintaining high service standards in a work-from-home setting.

Ideal candidates have 1+ year in customer service or supervisor roles, strong communication, and a proven ability to lead teams toward improved performance while upholding company policies.

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.
• Ability to improve and 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.

Responsibilities

• Coach and develop team to achieve account specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tool 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's expectations on an individual and team basis.
• Develop daily and weekly action plans to address individual performance in relationship to team performance.
• Ensure employee accountability and productivity, utilizing tools and reporting provided by clients and organization.
• Handle escalated and non-resolved customer calls.
• Participate in cross-functional activities and communication to further Company’s capabilities and improvements.
• Communicate by personal example and ongoing dialogue compliance to Company’s policies and procedures; act as a positive role model for 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.

Skills

Interpersonal skills

Customer service

Problem solving

Communication

Conflict resolution

Tech proficiency

Data interpretation

Process improvement

Coaching

Team leadership

Education

High School diploma or equivalent

Associates or Bachelor’s degree preferred

Job description

Sagility is seeking an Operations Supervisor to coach and develop customer service representatives, monitor performance dashboards, and ensure KPIs are met or exceeded. The role drives process improvements and cross-functional collaboration while maintaining high service standards in a work-from-home setting.

Ideal candidates have 1+ year in customer service or supervisor roles, strong communication, and a proven ability to lead teams toward improved performance while upholding company policies.