Supervisor - Operations

About This Role

This operations supervisor role involves leading and developing a team to achieve performance targets, ensuring high-quality customer service, and driving continuous improvement. The position suits an experienced individual with strong interpersonal and problem-solving skills, capable of coaching and motivating employees in a dynamic environment.

Responsibilities

• Coach and develop the team to achieve account-specific and organizational CPIs and KPIs
• Monitor employee performance using coaching tools and performance dashboards based on CPIs and KPIs
• Manage employee performance, including coaching, reward and recognition activities, and merit/performance reviews
• Clearly communicate 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
• Ensure employee accountability and productivity, utilizing tools and reporting provided by clients and the organization
• Handle escalated and non-resolved customer issues for various claims
• Participate in cross-functional activities and communication to further the company
• Communicate by personal example and ongoing dialogue compliance to company policies and procedures, conducting oneself as a positive role model for all employees, particularly 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

Requirements

• High School Diploma or equivalent required
• Associates or Bachelor
• 1+ years experience in customer service, call center, or related field, including 12 months in a supervisor capacity
• Healthcare Industry Preferred
• 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/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 a team towards improved performance
• Ability to delegate and manage workloads and projects across functions within the organization