Customer Service Manager

Role Overview

The Operations Supervisor will oversee daily operations, ensure superior service delivery, and support a team of direct reports in a remote healthcare operations/call center environment. The role focuses on improving efficiency, maintaining high quality and compliance standards, and meeting patient needs.

Responsibilities

• Supervise, coach, and mentor direct reports to ensure excellent patient service
• Oversee onboarding of new hires; identify training needs and upskill the team
• Collaborate with training leadership to improve ongoing skills and productivity
• Monitor performance using KPIs/metrics, run performance discussions, set goals, and ensure compliance with policies and healthcare regulations (e.g., HIPAA)
• Work with business partners to achieve program goals, develop SOPs, and ensure compliance
• Manage staff scheduling and maintain data quality standards based on program metrics
• Implement and improve operational processes for accuracy and efficiency
• Create and update program SOPs, work instructions (WIs), and job aids; ensure rollout
• Review and update call guides as required
• Partner on quality assurance measures to ensure adherence and patient confidentiality
• Handle escalated patient concerns and operational/logistical issues, ensuring timely resolution
• Track operational metrics, deliver reports to management and stakeholders
• Recommend workflow/system/process improvements to increase efficiency and performance
• Work with cross-functional teams to implement strategies and best practices
• Up to 10% travel may be required

Required Qualifications

• Bachelor’s degree in Healthcare Administration, Business Management, or related field
• 4+ years relevant experience, including 3 years in a supervisory role in a call center environment (ideally healthcare)
• Strong knowledge of call center operations, KPIs, and healthcare regulations
• Proven leadership skills: inspiring, motivating, and maintaining accountability
• Proficiency with call center software, CRM tools, and Microsoft Office Suite

Preferred Qualifications

• Ability to exercise independent judgment
• Ability to manage deliverables in a fast-paced environment
• Exceptional customer focus, collaboration, initiative, and results orientation