Operations Supervisor

Job Summary

To ensure the highest level of service for clients, the fully remote Operations Supervisor will coach and develop customer service representatives while managing performance to meet and exceed client expectations.

Key responsibilities

• Coach and develop team to achieve account-specific and organization CPIs and KPIs
• Manage employee performance through coaching tools and performance dashboards
• Handle escalated customer calls and communicate client expectations clearly

Required qualifications

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred
• 1+ years of experience in customer service or call center, including 12 months in a supervisory role
• Experience in the healthcare industry preferred
• Proficiency with technology, including computers and software applications
• Ability to drive continuous improvement efforts related to call center metrics