Operations Supervisor - Heathcare Based

Supervisor, Operations (Healthcare Account)

Job Summary:

The operations Supervisor reports directly to the Operations Manager.

Main Objectives and Key Responsibilities:

Team Leadership & Management:

• Supervise, motivate, and coach a team of call center agents to meet performance goals.
• Manage daily operations, ensuring smooth workflow and adherence to service level agreements (SLAs).
• Conduct regular performance reviews and provide actionable feedback to improve individual and team performance.

• Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.

Client and Stakeholder Management:

• Liaise with clients and internal stakeholders to ensure alignment on goals, expectations, and performance metrics.
• Prepare and deliver performance reports, action plans, and improvement strategies to clients and management.

• Tenders memos to the representative in accordance to the offense being committed.
• Submits memos to the HCD for safekeeping and future reference. Job Profile

Training & Development:

• Ensure agents are continuously trained in product knowledge, sales techniques, and marketing strategies.
• Develop and maintain training programs tailored to sales and marketing-related call center tasks.

• Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unsatisfactory QA scores are served.
• Assists QAR in conducting RCA for Miami and internal evaluation.
• Participates in the activities initiated by the QAR for the betterment of the Team’s Performance.

Operational Excellence:

• Monitor key performance indicators (KPIs) such as sales targets, call quality, and customer satisfaction.
• Drive continuous improvement in operational processes, workflows, and customer engagement strategies.
• Ensure compliance with company policies, client guidelines, and industry standards.

Qualifications:

• Experience in Healthcare Account is preferred but NOT required.
• 2-3 years' experience as a Operations, Supervisor