Supervisor - Operations

View Moreicons; El Paso (TX); Remote; USD 50,000 - 70,000; Full time

Job summary

A healthcare services company is seeking a Supervisor - Operations. The role involves coaching customer service representatives, managing performance, and ensuring high-quality service. Candidates should have a high school diploma, with preferences for those with an associate's or bachelor's degree and at least one year of supervisory experience in customer service, ideally in the healthcare sector.

Benefits

Medical

Dental

Vision

Life Insurance

Short-Term and Long-Term Disability

Flexible Spending Account

Life Assistance Program

401K with employer contribution

PTO and Sick Time

Tuition Reimbursement

Qualifications

• 1+ years experience in customer service or call center.
• At least 12 months in a supervisor role.
• Healthcare industry experience preferred.

Responsibilities

• Coach and develop team to achieve performance targets.
• Monitor employee performance using tools and dashboards.
• Communicate client expectations clearly.
• Handle escalated customer calls.
• Promote teamwork and cooperative effort.

Skills

Interpersonal skills

Customer service skills

Problem-solving skills

Communication skills

Conflict resolution skills

Education

High School Diploma or equivalent

Associates or Bachelor’s degree

Job description

Overview

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 - Operations

Job Description:

We are currently seeing a talented Supervisor Operations. The role of a Supervisor is to ensure the highest level of service for our clients by coaching and developing our customer service representatives and managing performance to consistently meet and exceed client expectations.

Key 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.

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 Preferred.

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.

Sagility Offers Competitive Benefits Including:

• Medical
• Dental
• Vision
• Life Insurance
• Short-Term and Long-Term Disability
• Flexible Spending Account
• Life Assistance Program
• 401K with employer contribution
• PTO and Sick Time
• Tuition Reimbursement

Join our team, we look forward to talking with you!

An Equal Opportunity Employer/Vet/Disability

Location: Work@Home USA United States of America

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