Supervisor, Operations - Licensed Seasonal

Supervisor, Operations
- Licensed Seasonal

Full

Location:

Norristown - US

The Supervisor, Operations
- Licensed Seasonal provides world‑class support to our licensed healthcare call center agents and the customers of our healthcare clients, consistently exceeding performance targets. The supervisor supports and develops RAs by delivering best‑in‑class coaching in call center performance, customer service, technology, and professional development.

• Directly manage a team of 10 or more licensed healthcare agents, including providing significant input on hiring, discipline, discharge, and ensuring accuracy of payroll documentation.
• Identify, prioritize, and coach agent development areas.
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of product or account issues for customers.
• Maintain target levels of performance required by the client.
• Keep up to date with product and procedural knowledge through email updates, team meetings, trainings, and briefings.
• Provide motivational techniques to promote team building and increase morale.
• Help maintain a good team and working environment.
• Multitask, listen, input data, probe, and present solutions to agents.
• Ensure all agent reference materials are current.
• Undertake general duties or additional tasks as business requires.
• Conduct mandatory phone call monitoring and desk‑side coaching to ensure agents provide the required level of customer service.
• Ensure agents have working equipment and all items needed to do their job.

• Resident insurance license in hand with CE completed.
• Consistent attendance and punctuality.
• Experience as a mentor.
• Ability to exceed KPIs.
• Proficient knowledge of inbound contact center environment.
• Excellent phone, customer service, analytical, and troubleshooting skills.
• Solid verbal and written communication skills.
• Ability to multitask, handle escalated calls, and deescalate upset customers professionally and courteously.
• A flexible schedule.
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation, and deescalation skills.

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30‑plus‑year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide.

Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own Support Predict AI‑powered digital experience platform. Our strength lies in exceptional individuals working together in a high‑performing, fun culture to deliver next‑generation customer experiences on behalf of our clients.

Results‑CX is an equal‑opportunity and affirmative‑action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.