Operations Supervisor (Team Leader)

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    "description": "<h2>Overview</h2>\n<p>We are hiring for Call Center Operations Supervisor in our Biloxi, MS Location! </p>\n<p> </p>\n<p>Work Set Up: <strong>Onsite Biloxi</strong></p>\n<p> </p>\n<p>The Supervisor, Operations is responsible for translating operational goals into daily execution by leading and developing a team of Healthcare Advocates to deliver consistent, high-quality service. This role ensures frontline performance aligns with client expectations and organizational standards, directly impacting member experience and program success.</p>\n<p> </p>\n<h2>Responsibilities</h2>\n<li>Lead and supervise a team of Healthcare Advocates, ensuring daily performance targets and service standards are consistently met.</li>\n<li>Monitor individual and team performance metrics, identify gaps, and implement targeted coaching and corrective actions.</li>\n<li>Conduct regular one-on-one coaching sessions, team huddles, and feedback discussions to reinforce expectations and drive development.</li>\n<li>Reinforce adherence to call handling procedures, workflows, quality standards, and client-specific requirements.</li>\n<li>Manage day-to-day operational activities, including attendance tracking, schedule adherence, and handling low-level escalations.</li>\n<li>Serve as the first point of escalation for agents, resolving workflow issues, member concerns, and policy-related questions.</li>\n<li>Partner with Quality Assurance, Training, Workforce Management, and HR to address performance challenges and support team effectiveness.</li>\n<li>Support onboarding, nesting, and ongoing development of team members to ensure readiness and sustained performance.</li>\n<li>Promote a culture of accountability, teamwork, and professionalism aligned with Carenet’s values.</li>\n<li>Participate in operational initiatives and continuous improvement efforts to enhance efficiency, quality, and employee experience.</li>\n<h2>Qualifications</h2>\n<li>Bachelor’s degree in Business, Management, Healthcare Administration, or a related field preferred, or equivalent experience.</li>\n<li>At least 3 -5  years of experience in a call center, healthcare services, or customer service environment.</li>\n<li>At least 1- 2 years Call Center Supervisory experience handling a team </li>\n<li>Spanish Bilingual preferred </li>\n<li>Strong understanding of call center KPIs, performance metrics, and quality standards.</li>\n<li>Demonstrated ability to coach, develop, and motivate team members.</li>\n<li>Strong verbal and written communication skills, with the ability to deliver clear and constructive feedback.</li>\n<li>Solid organizational, time management, and problem-solving skills.</li>\n<li>Proficiency in Microsoft Office tools (Excel, Outlook, Word, PowerPoint) and familiarity with call center systems.</li>\n<li>Ability to handle confidential and sensitive information with professionalism and discretion.</li>\n<li>Adaptability and ability to manage competing priorities in a fast-paced environment.</li>\n<li>Willing to work onsite in our Biloxi office</li>\n<p>#INDSS </p>\n<p> </p>",
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