A Senior Supervisor is responsible for overseeing the daily operations and performance of a team ensuring the delivery of high-quality service while maintaining compliance with strict healthcare regulations like HIPAA They serve as a vital link between management and the frontline staff Key Responsibilities Team Management Leadership Supervise lead and motivate a team of 10-20 associates This includes managing attendance leave approvals and overall team dynamics Performance Monitoring Coaching Monitor individual and team performance metrics KPIs such as Average Handle Time AHT Customer Satisfaction CSAT First Contact Resolution FCR and Quality Assurance QA scores Conduct regular coaching sessions provide constructive feedback and perform performance reviews to drive continuous improvement Operations Process Adherence Oversee daily workflows manage schedules and ensure all team members adhere to established protocols client requirements and data security standards Ensure all healthcare regulations and disclaimers are given as per process guidelines Issue Resolution Escalation Management Provide on-the-floor support handle escalated customer complaints or complex issues and ensure timely and effective resolutions Training Development Coordinate with quality and training departments to identify knowledge gaps and implement training initiatives to enhance team members skills and product knowledge Reporting Analytics Generate and present daily weekly and monthly reports on team performance productivity and operational insights to senior management and clients Process Improvement Identify areas for improvement and implement strategies and process changes to enhance productivity accuracy and operational efficiency Required Qualifications and Skills Experience Minimum of 1-3 years of experience in a leadership or supervisory role within a BPO setting with specific experience in healthcare processes e g claims prior authorization revenue cycle management life sciences etc Education Any non-technical bachelor s degree BSC B-Pharma B Com BA Nursing Life Science etc but relevant work experience can be a substitute Knowledge A robust understanding of healthcare regulations compliance standards like HIPAA and industry-specific practices is essential Core Competencies Strong leadership people management and motivational skills Excellent communication verbal and written interpersonal and problem-solving abilities Strong organizational time management and decision-making skills Proficiency in tools software performance dashboards and MS Office especially Excel Power Point Ability to work in a fast-paced agile environment and manage under pressure Work Experience Required 8 Plus experience and minimum of 1-3 years of experience in a leadership or supervisory role within a BPO setting

📌 Senior Supervisor - Operations Roi (Maharashtra)
🏢 MRO India
📍 Maharashtra