Operations Supervisor
Full-time
Crescendo Staffing and Business Consulting Inc.
Job Summary
The Operations Supervisor is responsible for overseeing day-to-day contact center operations, ensuring service quality, compliance, and operational efficiency. The role requires strong experience in insurance operations, team leadership, and performance management, with a focus on billing accuracy, account management, and policy servicing.
Qualifications
- Bachelor’s degree preferred; equivalent work experience accepted
- 1–2 years of pure insurance experience , preferably in:
- Billing
- Account management
- Policy servicing
- Minimum of 2–3 years of contact center experience
- At least 1 year in a leadership or supervisory role
- Strong knowledge of:
- Insurance billing processes
- ECC account management
- Excellent analytical, communication, and documentation skills
- Proficient in MS Office applications
- Experience using QA tools, CRM platforms, and contact center systems
- Highly detail-oriented with the ability to identify trends and recommend solutions
Key Responsibilities
- Supervise daily operations of assigned contact center teams
- Ensure compliance with insurance billing, account management, and policy servicing standards
- Monitor team performance metrics and quality results
- Identify trends, gaps, and improvement opportunities
- Conduct coaching, performance reviews, and documentation
- Collaborate with QA, training, and management teams to drive continuous improvement
- Handle escalations and ensure timely resolution of issues
- Maintain accurate operational reports and records
Key Competencies
- Strong leadership and people management skills
- Analytical and data-driven decision-making
- Effective communication and documentation
- Attention to detail and quality-focused mindset
- Ability to manage multiple priorities in a fast-paced environment
Vacancy posted a month ago
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