The Licensed Healthcare Supervisor, Operations provides World-class support to our Licensed Healthcare Call Center Agents and our Healthcare clients’ customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and career development.
In This Role You Will
- Directly manage team of 10 or more licensed healthcare agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
- Identify, Prioritize and Coach agent development areas
- Directly manage team of 10 or more agents
- Document account resolutions, issues, and general notes.
- Assist agents with functionality and basic troubleshooting of product or account issues for the customers
- Maintain target levels of performance required by the client
- Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
- Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
- Help maintain a good team and working environment
- Multitask, listen, input data, probes, and proves solutions to the agents.
- Ensure that all Agent reference materials are up to date.
- Undertake duties of a general nature or additional tasks as business requires from time to time
- Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
- Ensure that agents have working equipment and all items needed to do their job.
To Be Successful In This Role, You Need
- Resident Insurance License in Hand with CE completed
- Consistent attendance and punctuality.
- Experience
📌 Licensed Healthcare Supervisor, Operations (India)
🏢 ResultsCX
📍 India
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