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 strong 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 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 strong 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, dynamic environment and manage under pressure.
