Supervisor, Operations - Licensed Seasonal

Location: Norristown, US

About the role

The Supervisor, Operations - Licensed Seasonal provides World-class support to our Licensed Healthcare Call Center Agents and our Healthcare clients’ customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

Responsibilities

• Directly manage a team of 10 or more licensed healthcare agents, including providing significant input on hiring, appropriate discipline, discharge, and ensuring accuracy of payroll documentation inputs.
• Identify, prioritize, and coach agent development areas.
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of product or account issues for customers.
• Maintain target levels of performance required by the client.
• Maintain up-to-date product and procedural knowledge by acting on information from email updates, team meetings, trainings, and other briefings.
• Provide appropriate motivational techniques to promote team building and increase team and call center morale.
• Help maintain a good team and working environment.
• Multitask, listen, input data, probe, and prove solutions to agents.
• Ensure all agent reference materials are up to date.
• Undertake duties of a general nature or additional tasks as business requires.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure agents provide required levels of customer service.
• Ensure agents have working equipment and all items needed to do their job.

Requirements

• Resident Insurance License in hand with CE completed.
• Consistent attendance and punctuality.

Qualifications

• Experience as a mentor.
• Ability to exceed KPIs.
• Proficient knowledge of inbound contact center environment.

Skills

• Excellent phone skills and customer service skills.
• Analytical and troubleshooting expertise.
• Solid verbal and written communication skills.
• Ability to multi‑task, handle escalated calls, and deal with upset customers professionally and courteously.
• Flexible schedule.
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation, and de‑escalation skills.