Supervisor, Management, Operations Manager

Supervisor

Job Description:

• Education:
  
  High School Diploma or equivalent required;
  Associates or Bachelor’s degree preferred.
• Experience:
  
  1+ years in customer service, call center or related field, including 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 necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and transform team processes across functions.
• 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 their performance.
• Ability to effectively lead and develop team toward improved performance.
• Ability to delegate and manage workloads and projects across functions.
• Ability to 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 devise creative solutions.

• Coach and develop team to achieve account‑specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tools and dashboards based on CPIs and KPIs.
• Manage employee performance including coaching, reward and recognition, merit/performance reviews.
• Clearly communicate client and organization expectations on an individual and team basis.
• Develop daily and weekly action plans to address individual performance in relation to team performance.
• Ensure employee accountability and productivity using tools and reporting provided by clients and organization.
• Handle escalated and unresolved customer claims issues.
• Participate in cross‑functional activities and communications to enhance company capabilities and improvements.
• Demonstrate compliance to company policies and procedures by personal example and ongoing dialogue—act as a positive role model for all employees, particularly CSRs.
• Promote teamwork and cooperative effort.
• Help train and guide other CSRs within the organization.
• Maintain a clean, safe, unobstructed work area and practice good safety habits.
• Provide internal and external customers with highest quality service.

Note:

These statements indicate the general nature and level of work performed.

Employees may perform other duties as assigned.

El Paso, United States of America