Operations Supervisor

Description

We are currently seeking an Operations
Supervisor with a strong background in personnel management and operations. This position is ideal for a people-first leader who thrives in dynamic settings and is committed to team growth and operational excellence.

This is an on-site position in Billings, MT.

The Operations Supervisor leads and inspires a team of Client Support Specialists in a fast-paced call center environment, ensuring the consistent delivery of exceptional service. This role is responsible for hiring, training, and coaching team members while fostering a collaborative, client-focused culture grounded in empathy, accuracy, and professionalism. The supervisor monitors team performance, addresses escalated issues, and partners with cross-functional teams to improve processes and enhance the client experience.

• Supervise, coach, and support the daily operations of the Client Support Specialist team.
• Hire, onboard, and mentor new team members.
• Foster a positive, client-first culture focused on empathy, accuracy, and professionalism.
• Monitor individual and team performance, providing real-time feedback, coaching, and formal evaluations.
• Ensure consistent adherence to company performance standards, policies, and operational procedures.
• Provide operational guidance on legal documentation, medical record retrieval, and client interaction best practices.
• Analyze performance metrics and client feedback to identify improvement opportunities.
• Collaborate with other supervisors and cross-functional teams to support shared goals and solve challenges.
• Respond to escalated calls and situations with professionalism and sound judgment.
• Participate in leadership meetings and strategic planning efforts.
• Maintain operational reporting tools, dashboards, and documentation as directed.
• Lead by example in fostering a culture of accountability, collaboration, and continuous improvement.
• Perform other responsibilities as assigned by management, demonstrating flexibility in adapting to business needs.

• Experienced in supervising high-performing teams with a focus on accountability, service excellence, and team development.
• Strong verbal and written communication skills used to guide team members, provide clear instructions, and address client needs.
• Demonstrates empathy, discretion, and professionalism when dealing with sensitive or escalated situations.
• Strong analytical and problem‑solving skills with the ability to make data‑informed decisions.
• Maintains high standards for compliance, accuracy, and quality in documentation and client interactions.
• Monitors team metrics, delivers real-time feedback, and supports growth through hands‑on mentoring and training.
• Identifies day‑to‑day inefficiencies and suggests improvements that enhance team effectiveness and client satisfaction.
• Skilled in using dashboards, reporting tools, and operational systems to track performance and manage daily operations.
• Responsive to shifting priorities and able to manage multiple responsibilities with a calm, solution‑focused mindset.
• Maintains reliability and a proactive attitude, supporting a collaborative and inclusive team culture.

• Must be at least 18 years of age or older.
• 1–5 years of supervisory experience required.
• Associate or bachelor’s degree in a relevant field preferred.
• Working knowledge of Microsoft Office Suite, Adobe, and other similar software.
• Must be able to read, comprehend, and follow written and verbal instructions.

• Prolonged periods of sitting.
• Perform repetitive tasks such as typing and clicking.
• Must be able to lift and move light items up to 20 pounds at times.
• Must be able to bend, reach, push, pull, lift, and sit.

The…