Operations Supervisor

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:

Operations Supervisor
Job Description:

Education:

High School Diploma or equivalent required, Associates or Bachelor’s degree preferred

Experience:

1-2+ years credentialing experience

Minimum of 1 year of Supervisor experience

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 facilitating training of backfill classes to ensure successful knowledge transfer, performance readiness, and operational continuity

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.