Supervisor-Operations

The Supervisor-Operations role at Sagility involves leading and developing a customer service team within a healthcare-focused organization. The position emphasizes coaching, performance management, and process improvement to ensure high-quality service delivery.

Location: Remote (US)

Responsibilities

• Coach and develop team to achieve account specific and organization CPIs and KPIs.
• Monitor employee performance using coaching tools and dashboards.
• Manage employee performance, including coaching, rewards, and reviews.
• Communicate expectations to team members.
• Develop action plans to improve individual and team performance.
• Handle escalated customer issues related to claims.
• Participate in cross-functional activities for company improvements.
• Ensure compliance with company policies and procedures.
• Promote teamwork and provide guidance to other CSRs.
• Maintain a safe and clean work environment.
• Provide high-quality service to internal and external customers.

Requirements

• High School Diploma or equivalent, Associates or Bachelor’s degree preferred.
• 1+ years experience in customer service, call center, or related field, including 12 months in a supervisor role.
• Healthcare industry experience preferred.
• Excellent interpersonal, customer service, problem-solving, communication, and conflict resolution skills.
• Proficiency with computers, software, phone systems, etc.
• Ability to improve team processes and understand basic data.
• Ability to drive team efficiency and productivity.
• Ability to coach, train, motivate, and evaluate employees.
• Leadership skills to develop team performance.
• Ability to delegate and manage workloads and projects.
• Ability to lead continuous improvement efforts.