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Supervisor-Operations
Remote · United States
Job Summary
The Supervisor-Operations will coach and develop customer service representatives, manage performance to meet client expectations, and drive account-wide CPIs and KPIs. Key responsibilities include monitoring performance via coaching tools and dashboards, conducting merit/performance reviews, communicating expectations, creating action plans to address underperformance, handling escalated calls, and participating in cross-functional improvements. The role requires strong interpersonal and communication skills, problem-solving, conflict resolution, leadership ability, and the capacity to motivate and train CSRs to achieve higher efficiency and productivity, with focus on continuous improvement of call-center processes and metrics. Education to include a high school diploma or equivalent (associates or bachelor’s preferred) and 1+ years in customer service/supervisor roles; healthcare industry experience is preferred.
Required Qualifications
- High School Diploma or equivalent
- 1+ years experience in customer service, call center or related field
- 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 technology (computers, software applications, phone systems)
- Ability to develop and transform team processes
- Ability to understand basic data and take appropriate action
- Ability to drive individual and team efficiency and productivity through metric management
- Ability to coach, train, and motivate employees and evaluate performance
- Ability to delegate and manage workloads and projects across functions
- Ability to lead and develop team towards improved performance
- Ability to drive continuous improvement through leading work streams related to call center metrics and monitoring tools
- Ability to problem solve, handle conflict, anticipate issues, troubleshoot, and institute creative solutions
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