Supervisor - Health Care
On-siteManagua, Managua Department, Nicaragua
Job Summary
Coach Customer Service Agents to yield optimal performance through a sound understanding of the business and daily engagement with the team. Track and take action on personnel and payroll issues while maintaining accurate, current documentation on direct reports. Conduct performance appraisals, review productivity statistics daily for constructive feedback, and resolve escalated customer issues. Ensure training needs are met by completing all client-related training and updating agents on process and client changes. Hold regular team meetings, administer recognition and rewards programs, and promote the use of center communication tools. Provide subject matter expertise and guide individuals toward goal achievement using negotiation, teamwork, and staff development skills.
Required Qualifications
- Advanced user-level knowledge of computer technology and computer operating systems
- Proficiency with various software applications programs including Microsoft Word, and Excel
- Must have proficiency with various software applications programs including Microsoft Word, and Excel
Desired Qualifications
- Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization
- Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions
- Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources
- Ability to coach, develop action plans which maximize performance and provide effective feedback for highly demanding sales goals
- Proven ability to analyze and improve work processes and policies
- Excellent customer service/support skills
- Ability to work well under pressure
- Professional demeanor
- Strong written and oral communication skills
- Negotiation
- Teamwork / Collaboration
- Motivation
- Staff development skills
- Ability to act as a role model within the organization
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