Remote Supervisor - Customer Service Coach

Sagility India Private Ltd; El Paso (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

Sagility is seeking a Supervisor to coach and develop customer service representatives and manage performance to meet client expectations. The role focuses on strengthening CPIs/KPIs, improving team efficiency, and ensuring high-quality service for healthcare clients.

You will oversee daily operations in a remote-work setup, drive continuous improvement of call center processes, and collaborate with cross-functional teams to deliver outstanding customer experiences.

Qualifications

• High School Diploma or equivalent required; Associates or Bachelor's degree preferred
• 1+ years experience in customer service, call center or related field, including 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 dashboards.
• Manage employee performance including coaching, recognition, and reviews.
• Communicate client and organization expectations clearly.
• Develop daily/weekly action plans to address performance.
• Ensure accountability and productive work through reporting.
• Handle escalated and unresolved customer calls.
• Participate in cross-functional activities to improve Company capabilities.
• Lead by example and promote compliance with Company policies.
• Provide guidance to CSRs and train teammates.
• Maintain a clean, safe workspace and practice safety.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Coaching

Performance monitoring

Team leadership

Process improvement

Data interpretation

Training

Cross-functional collaboration

Education

High School Diploma

Associates degree

Bachelor's degree

Tools

CRM systems

Phone systems

Job description

Sagility is seeking a Supervisor to coach and develop customer service representatives and manage performance to meet client expectations. The role focuses on strengthening CPIs/KPIs, improving team efficiency, and ensuring high-quality service for healthcare clients.

You will oversee daily operations in a remote-work setup, drive continuous improvement of call center processes, and collaborate with cross-functional teams to deliver outstanding customer experiences.