Call Center Operations Supervisor

The Supervisor, Operations is responsible for ensuring that team members meet productivity and quality standards while managing a high volume of service requests from providers and members.

Position Summary 

The Supervisor, Operations is responsible for ensuring that team members meet productivity and quality standards while managing a high volume of service requests from providers and members. This is a non-clinical position and does not include any triage program activities that require interpretation of clinical information.

Responsibilities and Duties

• Manage escalated inquiries from Customer Experience Agents, providing timely guidance and resolution.

• Communicate trends and insights related to call escalations and client concerns to the Manager.

• Supervise day-to-day operational activities of assigned team members to ensure productivity and service level objectives are consistently achieved.

• Act as a subject matter expert, offering direction and operational support to the team.

• Maintain prompt, professional communication with clients via email, phone, meetings, and EMR systems (as applicable).

• Evaluate and validate reported client errors, identify process gaps, and implement necessary clarifications or improvements.

• Partner with clients to align on process updates and maintain accurate client error tracking logs.

• Support client meetings by selecting calls for review, preparing agendas, documenting notes, and providing required materials.

• Participate in and lead client-related training sessions as needed.

• Serve as a primary help desk contact for clients, monitoring and responding to incoming requests.

• Provide backup support for escalated calls when required.

• Monitor desktop queues to ensure adherence to service level agreements (SLAs).

• Conduct quality assurance audits and deliver coaching to drive team performance and compliance.

• Build and sustain strong client relationships by proactively identifying needs and resolving issues.

• Promote staff development through structured coaching, mentoring, and targeted training initiatives.

• Address service-related concerns promptly, ensuring complete resolution and follow-through.

• Tailor communication approaches to effectively engage individuals from diverse professional backgrounds.

• Prioritize and manage tasks based on urgency and business impact.

• Perform additional responsibilities as assigned, including meeting participation and team support initiatives.