Supervisor, Operations (#25622636)

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.

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• 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.

• Consistent attendance and punctuality.
• Strong English communication skills written and verbal.
• Previous experience in a similar role in the BPO industry Experience as a Mentor.
• Ability to exceed KPI’s.
• Proficient knowledge of inbound contact center environment.
• Excellent phone skills, customer service skills, analytical and troubleshooting expertise.
• Solid verbal and written communication skills.
• The Ability to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
• A flexible schedule.
• Analytical and troubleshooting expertise.
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation and de-escalation 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+-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 SupportPredict 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.

ResultsCX 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.