Supervisor, Operations - Licensed Seasonal

ResultsCX; Orlando (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

ResultsCX is seeking a Supervisor, Operations - Licensed Seasonal in Orlando, FL. You will lead a team of 10+ licensed healthcare agents, coaching them to meet client KPIs and deliver best-in-class customer service.

You will mentor staff, manage performance, and ensure up-to-date product knowledge and resources. The role emphasizes coaching, adherence to process, and proactive problem-solving in a fast-paced healthcare contact center environment.

Qualifications

• Licensed healthcare insurance agent with CE completed.
• Strong coaching and mentoring abilities.
• Proven track record of meeting/exceeding KPIs.
• Excellent communication and problem-solving skills.
• Ability to manage 10+ licensed agents and performance metrics.

Responsibilities

• Directly manage team of 10+ licensed healthcare agents and contribute to hiring and payroll inputs.
• Identify, prioritize and coach agent development areas.
• Document account resolutions, issues, and notes.
• Assist agents with product/account functionality and basic troubleshooting.
• Maintain target performance levels as required by the client.
• Keep product and procedural knowledge up to date through updates and trainings.
• Provide motivational techniques to improve team morale and performance.
• Foster a positive team environment and handle escalations professionally.
• Multitask, listen, input data, probe, and provide solutions to agents.
• Ensure agent reference materials are current and accurate.
• Conduct coaching sessions and phone monitoring to ensure service standards.
• Ensure agents have working equipment and resources.

Education

Insurance license with CE

Job description

• Job ID

  P1-6073606-2

• Req ID

  P1-6073606-2

• Job Category

  Customer Service Management

• Job Location

  707 Mendham Boul Orlando, Florida 32825 US

Supervisor, Operations - Licensed Seasonal

Full Location: Orlando - US

The Supervisor, Operations - Licensed Seasonal provides World-class support to our Licensed Healthcare Call Center Agents and our Healthcare clients' customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

In this role you will:

• Directly manage team of 10 or more licensed healthcare agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
• Identify, Prioritize and Coach agent development areas
• Directly manage team of 10 or more agents
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of product or account issues for the customers
• Maintain target levels of performance required by the client
• Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
• Help maintain a good team and working environment
• Multitask, listen, input data, probes, and proves solutions to the agents.
• Ensure that all Agent reference materials are up to date.
• Undertake duties of a general nature or additional tasks as business requires from time to time
• Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
• Ensure that agents have working equipment and all items needed to do their job.

To be successful in this role, you need:

• Resident Insurance License in Hand with CE completed
• Consistent attendance and punctuality.
• Experience as a Mentor.
• Ability to exceed KPI's.
• Proficient knowledge of inbound contact center environment.
• Excellent phone skills, customer service skills, analytical and troubleshooting expertise.
• Solid verbal and written communication skills.
• The Ability to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
• A flexible schedule.
• Analytical and troubleshooting expertise.
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation and deescalation skills

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.