Supervisor, Operations

Job Description

Shift : Fixed Night Shifts We are looking for an experienced and dynamic Team Leader to manage and guide a team of healthcare contact center executives in our Member/Provider Services division. The ideal candidate will have strong leadership abilities, excellent communication skills, and a proven track record in managing performance and driving results in a BPO environment. This role involves overseeing day-to-day operations, ensuring high-quality service delivery, and supporting team members in achieving their goals. In this role you will: Supervise and manage a team of contact center executives handling healthcare member and provider services. Monitor team performance to ensure adherence to service level agreements (SLAs), quality standards, and operational metrics. Provide coaching, mentoring, and regular feedback to team members to enhance their skills and productivity. Conduct team huddles, performance reviews, and training sessions to address individual and team development needs. Act as the first point of escalation for complex or unresolved customer queries and ensure timely resolutions. Collaborate with quality analysts and trainers to identify gaps and implement corrective actions. Prepare and present daily, weekly, and monthly performance reports to management. Drive process improvement initiatives to enhance operational efficiency and customer satisfaction. Ensure compliance with company policies, HIPAA regulations, and other industry standards. We are looking for someone who has: Education: Graduate in any discipline. Experience: o Minimum 24 years of experience in a healthcare contact center/BPO environment. o At least 1 year of experience in a Team Leader or supervisory role. Strong understanding of healthcare processes, insurance claims, and provider services. Exceptional leadership, coaching, and conflict-resolution skills. Proficiency in using CRM tools, reporting systems, and MS Office applications. Ability to analyze data, interpret trends, and make data-driven decisions. Willingness to work fixed night shifts to support international clients. Key Skills: Leadership and team management Customer service and problem-solving Performance monitoring and reporting Communication and interpersonal skills Analytical and decision-making abilities Time management and multitasking.