Supervisor - Operations

Sagility India Private Ltd; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company in healthcare services seeks a Supervisor - Operations to enhance customer service quality. The role involves coaching representatives, managing performance, and ensuring client satisfaction. Competitive benefits and a supportive work environment are offered.

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, including supervisory experience.
• Healthcare industry experience preferred.

Responsibilities

• Coach and develop team to achieve KPIs and CPIs.
• Monitor employee performance using coaching tools and dashboards.
• Handle escalated customer calls.

Skills

Excellent interpersonal skills

Customer service skills

Problem-solving skills

Verbal communication

Written communication

Conflict resolution skills

Ability to coach and train

Ability to lead teams

Education

High School Diploma

Associate's or Bachelor's degree

Tools

Software applications

Phone systems

Job description

Job Description

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 customer service representatives and managing performance to meet and exceed client expectations.

Job Title:

Supervisor - Operations

Job Description:

Education:

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred

Experience:

• 1+ years experience in customer service, call center, or related field, including 12 months in a supervisory capacity. Healthcare industry experience 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 within the organization.
• Ability to understand basic data and take appropriate action.
• Ability to drive individual and team efficiency and productivity through effective metric management.
• Ability to coach, train, motivate employees, and evaluate performance.
• Ability to lead and develop teams towards improved performance.
• Ability to delegate and manage workloads and projects across functions.
• Ability to lead continuous improvement efforts related to call center metrics and tools.
• Problem-solving skills, conflict handling, troubleshooting, and proactive solution implementation.

Roles & Responsibilities:

• Coach and develop team to achieve account-specific and organizational KPIs and CPIs.
• Monitor employee performance using coaching tools and dashboards based on KPIs and CPIs.
• Manage employee performance, including coaching, recognition, and performance reviews.
• Communicate client and organizational expectations clearly at individual and team levels.
• Create daily and weekly action plans to improve individual and team performance.
• Ensure employee accountability and productivity using provided tools and reports.
• Handle escalated and unresolved customer calls.
• Participate in cross-functional activities to enhance company capabilities.
• Model and promote compliance with company policies and procedures.
• Foster teamwork and cooperation.
• Assist in training and guiding other CSRs.
• Maintain a safe, clean, and efficient work environment.
• Provide high-quality service to internal and external customers.

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