Sr. Supervisor, Operations - HVAC Authorizations

About the role

This position will supervise and mentor the HVAC Technical Team, focusing on lead and associate development and overall team productivity in HVAC. Oversees daily operations with support from the department head to provide coaching, feedback, and motivation to associates, with an emphasis on meeting or exceeding performance goals.

Responsibilities

• Supervises and coordinates the daily operations of the HVAC Technical Team with direction from the department head.
• Uses data and analytics to set clear performance targets and expectations, focusing on motivation, coaching, training, and counseling of associates.
• Identifies team needs and develops agents, leads, and other associates.
• Monitors daily activities to ensure desired service levels, productivity goals, quality, and departmental objectives are met, with an emphasis on HVAC replacement rate, severity, approvals, cycle time, and other metrics.
• Provides training, coaching, and guidance to agents regarding contract information and policy/procedure interpretation.
• Responsible for consolidated team performance reporting, ensuring company service, quality, and profitability goals are met or exceeded.
• Participates in developing, implementing, and measuring department policies, quality control, productivity standards, and cost savings objectives.
• Recommends, updates, or implements processes or strategies that improve overall team and/or company performance.
• Tracks, compiles, and analyzes team and department information, communicating trends, activities, and outcomes to senior management.
• Assists department head with handling escalations, recall processes, claims, disputes, denials, and issues toward customer resolution, with a focus on communication with customers, service providers, and other departments.
• Performs other duties and project work as assigned.

Hourly associates, team leads, and/or supervisors will report to this position. Reports to a Sr. Manager or Director level position.

Requirements

• Excellent leadership, motivational, interpersonal, and customer service skills.
• Detail-oriented with strong follow-up, creativity, organizational, written, and oral skills.
• Problem solver with analytical and advanced negotiation skills.
• Excellent verbal and written communication skills.
• Experience presenting complex data and concepts to all levels of an organization.
• Ability to analyze data to determine actions for improvement.

Qualifications

• Bachelor’s degree or equivalent combination of education and practical experience.
• Advanced PC skills and working knowledge of Microsoft Office.
• 4+ years’ experience in coaching call center supervisors and associates.
• 3+ years supervisory experience.
• Ability to train and develop supervisors and associates.
• Experience within the HVAC trade preferred.