Supervisor Operations

Sagility; United States; A distancia; USD 50.000 - 80.000; Jornada completa

Descripción de la vacante

Sagility is seeking a Supervisor Operations to lead a customer service team from a Work@Home setup in the United States. The role emphasizes coaching, performance management, and driving CPI/KPI outcomes in a call center environment.

Education includes a high school diploma or equivalent, with an Associate’s or Bachelor’s degree preferred. Healthcare experience is a plus, and strong communication is essential for success in this supervisory position.

Formación

• 1+ years experience in customer service or call center, including 12 months in a supervisor capacity.
• Healthcare Industry preferred.
• Excellent interpersonal and communication skills.
• Proficiency with technology including computers, software applications, phone systems.

Responsabilidades

• Coach and develop team to achieve account-specific CPIs and KPIs.
• Monitor employee performance using coaching tool and performance dashboards.
• Manage employee performance including coaching, rewards, recognition, and merit reviews.
• Communicate client and organizational expectations clearly.
• Develop daily/weekly action plans to improve performance.
• Ensure employee accountability and productivity using provided tools/reports.
• Handle escalated and unresolved customer calls.
• Participate in cross-functional activities to improve company capabilities.

Conocimientos

Interpersonal skills

Customer service

Problem solving

Verbal and written communication

Conflict resolution

Tech proficiency

Process improvement

Data understanding

Team motivation

Coaching/mentoring

Delegation

Cross-functional collaboration

Call center metrics

Educación

High School diploma or equivalent

Associates or Bachelor’s degree preferred

Herramientas

Computers

Phone systems

Software applications

Descripción del empleo

the company 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. the company has more than 25,000 employees across 5 countries.

Job title

Supervisor Operations

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 USA United States of America