Remote Supervisor: Healthcare Operations & Coaching

View Moreicons; El Paso (TX); Remote; USD 52,000 - 72,000; Full time

Job summary

Sagility is seeking a Supervisor Operations to lead a customer service team, coach staff, monitor performance, and ensure high-quality service. The role emphasizes coaching, data-driven improvement, and cross-functional collaboration to meet client expectations.

The position is Work@Home USA, with responsibilities spanning daily team management, performance reviews, and process optimization to enhance efficiency and customer satisfaction.

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 Prefered.
• Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or 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 metric management.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to lead and develop team towards improved performance.
• Ability to delegate and manage workloads and projects across functions.

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.
• Communicate client and organization expectations clearly at individual and team levels.
• Create daily/weekly action plans to address performance.
• Ensure accountability and productivity using client and organization tools.
• Handle escalated and unresolved customer calls.
• Participate in cross-functional activities to improve capabilities.
• Model compliant behavior and positive leadership across CSRs.
• Promote teamwork and provide guidance to CSRs.

Skills

Interpersonal skills

Problem solving

Verbal communication

Written communication

Conflict resolution

Data comprehension

Coaching and development

Team leadership

Workload management

Process improvement

Call center metrics

Education

High school diploma or equivalent

Associates or Bachelor's preferred

Tools

Call center software

Job description

Sagility is seeking a Supervisor Operations to lead a customer service team, coach staff, monitor performance, and ensure high-quality service. The role emphasizes coaching, data-driven improvement, and cross-functional collaboration to meet client expectations.

The position is Work@Home USA, with responsibilities spanning daily team management, performance reviews, and process optimization to enhance efficiency and customer satisfaction.