Supervisor

View Moreicons; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Sagility is seeking a Supervisor to lead a remote customer service team in the United States. You will coach, monitor, and enhance performance, aiming for strong client satisfaction and KPI attainment. Healthcare experience is preferred, with a focus on coaching, escalation handling, and cross-functional collaboration.

The role emphasizes developing daily action plans, managing workloads, and promoting continuous improvement while maintaining high service quality and safety standards.

Qualifications

• High school diploma or equivalent required; associates or bachelor’s degree preferred.
• 1+ years in customer service or call center; 12 months in supervisor role desired.
• Healthcare experience preferred but not required.

Responsibilities

• Coach and develop team to achieve CPIs and KPIs.
• Monitor performance using coaching tools and dashboards.
• Manage performance reviews, recognition, and accountability.
• Communicate expectations clearly to individuals and team.
• Develop action plans to improve individual and team results.
• Handle escalated calls and ensure high quality service.
• Collaborate across functions to improve processes and outcomes.
• Model compliant behavior and foster teamwork and guidance to CSRs.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Data interpretation

Leadership

Education

High School Diploma or equivalent

Associates or Bachelor’s degree preferred

Bachelor’s degree preferred

Tools

CRM software

Reporting dashboards

MS Office

Job description

Explore meaningful roles that let you make an impact in healthcare while growing your career with purpose, innovation, and global opportunities.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title: Supervisor

Job Description:

Education:

• High School Diploma or equivalent required, Associates or Bachelor’s degree preferred

Experience:

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

Mandatory Skills:

• 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/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 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.

Roles & Responsibilities:

• Coach and develop team to achieve account specific and organization CPIs and KPIs.
• Responsible for monitoring employee performance using coaching tool and performance dashboards based on CPIs and KPIs.
• Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.
• Responsible for clearly communicating 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.
• Responsible for employee accountability and productivity, utilizing tools and reporting provided by clients and organization.
• Responsible for handling escalated and non-resolved customer calls.
• Participate in cross-functional activities and communication to further Company’s capabilities and improvements.
• Responsible for communicating by personal example and ongoing dialogue compliance to Company’s policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our 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.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Location: Work@Home USAUnited States of America

Join our team, we are looking forward to talking to you!