Supervisor

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. Mandatory Skills 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. Roles & Responsibilities 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. Location El Paso, United States of America #J-18808-Ljbffr Sagility LLC