Temp Supervisor

View Moreicons; El Paso (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Restaurant reimbursement

Job summary

Sagility is seeking a Temp Supervisor in El Paso, TX to lead and develop a team of customer service representatives in a healthcare-focused environment. The role emphasizes coaching, performance management, and ensuring service levels meet client expectations.

Qualifications include a High School Diploma or equivalent (Associates or Bachelor's preferred) and 1+ years in customer service or call centers, with at least 12 months in a supervisor capacity.

Qualifications

• High School Diploma or equivalent required.
• Associates or Bachelor’s degree preferred.
• 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity.Healthcare Industry Prefered.

Responsibilities

• Coach and develop team to achieve account specific KPIs.
• Monitor employee performance using coaching tools and dashboards.
• Manage employee performance including coaching, rewards and merit reviews.
• Communicate client and organization expectations clearly to individuals and teams.
• Develop daily/weekly action plans to address performance gaps.
• Ensure accountability and productivity using client-provided tools and reports.
• Handle escalated and unresolved customer calls.
• Collaborate across functions to drive improvements.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Coaching

Team leadership

Education

High School Diploma or equivalent

Associates or Bachelor’s degree preferred

Tools

Phone systems

Computers

Software applications

Job description

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.

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 title:

Temp Supervisor

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: El PasoUnited States of America

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