Description
We are looking for a supervisor to manage daily team performance, set goals, support new hires during onboarding, and collaborate with HR as needed. This role involves recognizing achievements, assisting with promotions, and using active listening to resolve employee concern
Key Responsibilities
- Lead and manage a team of [insert number] agents to meet and exceed performance metrics (KPIs/SLAs).
- Monitor daily operations and ensure adherence to process standards, compliance, and client expectations.
- Conduct regular team meetings, performance reviews, coaching, and one-on-one sessions.
- Analyze team performance data and generate reports to identify areas of improvement.
- Provide training and continuous support to team members to enhance product/process knowledge and service delivery.
- Handle escalations and ensure timely resolution of client/customer issues.
- Collaborate with quality assurance, training, and workforce management teams to ensure overall operational effectiveness.
- Drive initiatives for process improvement and operational excellence.
Skills, Knowledge & Expertise
- 3–5 years of experience in a BPO environment, with at least 1–2 years in a team leadership role.
- Prior experience in healthcare-related BPO processes (e.g., RCM, medical billing, insurance claims, patient support) is highly desirable.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficient in using CRM systems, MS Office, and other BPO-related tools.
- Strong understanding of SLA/KPI management, quality assurance, and workforce planning.
- Ability to work under pressure and manage multiple priorities.
- Flexibility to work in rotational shifts, weekends, and holidays as needed.
About Virtual Staffing Solutions
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.