Supervisor - Operations

Sagility India Private Ltd; El Paso (TX); Remote; USD 80,000 - 100,000; Full time

Job summary

A healthcare services company is seeking a Supervisor - Operations to enhance client service through effective team management and performance monitoring. Candidates should have a minimum of 1 year in customer service and supervisory roles, preferably in the healthcare industry. The position offers competitive pay starting at $17.10 per hour and includes comprehensive benefits such as medical, dental, vision, and tuition reimbursement.

Benefits

Medical

Dental

Vision

Life Insurance

Disability Insurance

401K with employer contribution

Tuition Reimbursement

Qualifications

• 1+ years experience in customer service or call center, including 12 months as a supervisor.
• Healthcare Industry experience preferred.

Responsibilities

• Coach and develop team to achieve account specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tool and performance dashboards.
• Handle escalated and non-resolved customer calls.

Skills

Excellent interpersonal skills

Customer service skills

Problem-solving skills

Written communication skills

Conflict resolution skills

Ability to coach and train

Ability to drive efficiency

Education

High School Diploma or equivalent

Associates or Bachelor’s degree preferred

Job description

Job title: Supervisor - Operations

About Sagility

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.

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.

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 Preferred.

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.

Salary: Starting at $17.10 hourly dependent on experience and location

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