Supervisor

Sagility LLC; El Paso (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

Sagility LLC is seeking a Supervisor in El Paso, Texas, responsible for coaching and developing the team to meet account-specific goals and KPIs. The ideal candidate will have at least 1 year of experience in customer service or a call center environment, with a preference for healthcare experience.

This position requires strong interpersonal and problem-solving skills and the ability to lead effectively. Responsibilities include monitoring employee performance and managing escalated customer claims. Join us to enhance customer service excellence!

Qualifications

• 1+ years in customer service, call center, or related field, including 12 months in a supervisor capacity.
• Healthcare industry experience preferred.

Responsibilities

• Coach and develop team to achieve account-specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tools and dashboards based on CPIs and KPIs.
• Manage employee performance including coaching, reward and recognition, merit/performance reviews.
• Clearly communicate client and organization expectations on an individual and team basis.
• Create daily and weekly action plans for team performance.
• Handle escalated and unresolved customer claims issues.

Skills

Excellent interpersonal skills

Customer service skills

Problem-solving skills

Verbal and written communication skills

Conflict resolution skills

Proficiency with technology

Ability to drive team efficiency

Coaching and training abilities

Leadership skills

Project management skills

Education

High School Diploma or equivalent

Associates or Bachelor’s degree preferred

Job description

Supervisor

Job Description:

• Education: High School Diploma or equivalent required; Associates or Bachelor’s degree preferred.
• Experience: 1+ years in customer service, call center or related field, including 12 months in a supervisor capacity. Healthcare industry preferred.

Mandatory Skills

• Excellent interpersonal, customer service, problem‑solving, verbal and written communication, and conflict resolution skills.
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and transform team processes across functions.
• 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 effectively lead and develop team toward improved performance.
• Ability to delegate and manage workloads and projects across functions.
• Ability to 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 devise creative solutions.

Roles & Responsibilities

• Coach and develop team to achieve account‑specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tools and dashboards based on CPIs and KPIs.
• Manage employee performance including coaching, reward and recognition, merit/performance reviews.
• Clearly communicate client and organization expectations on an individual and team basis.
• Develop daily and weekly action plans to address individual performance in relation to team performance.
• Ensure employee accountability and productivity using tools and reporting provided by clients and organization.
• Handle escalated and unresolved customer claims issues.
• Participate in cross‑functional activities and communications to enhance company capabilities and improvements.
• Demonstrate compliance to company policies and procedures by personal example and ongoing dialogue—act as a positive role model for all employees, particularly CSRs.
• Promote teamwork and cooperative effort.
• Help train and guide other CSRs within the organization.
• Maintain a clean, safe, unobstructed work area and practice good safety habits.
• Provide internal and external customers with highest quality service.

Note: These statements indicate the general nature and level of work performed.

Employees may perform other duties as assigned.

Location

El Paso, United States of America