The Senior Supervisor – Operations ROI is responsible for managing daily
operations and driving the performance of a frontline team to ensure the
consistent delivery of high-quality services. This role serves as a critical
liaison between management and operational staff, with a robust focus on
compliance with healthcare regulations, including HIPAA, and adherence to
client-specific requirements.

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 o

📌 Senior Supervisor (Pune)
🏢 Clinetic, an MRO
📍 Pune