Supervisor, Operations - Licensed Seasonal

About the role

The Supervisor, Operations - Licensed Seasonal provides world-class support to our licensed healthcare call center agents and our healthcare clients’ customers, while consistently driving to exceed performance targets. The supervisor supports and develops agents by delivering best-in-class coaching in call center performance, customer service, technology, and professional development.

Responsibilities

• Directly manage a team of 10 or more licensed healthcare agents, including input on hiring, discipline, discharge, and payroll documentation accuracy.
• 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 performance levels required by the client.
• Stay up-to-date on product and procedural knowledge through email updates, team meetings, trainings, and briefings.
• Provide motivational techniques to promote team building and increase call center morale.
• Maintain a positive team and working environment.
• Multitask, listen, input data, probe, and provide solutions to agents.
• Ensure all agent reference materials are current.
• Perform general duties or additional tasks as business needs arise.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure agents meet required customer service levels.
• Ensure agents have functional equipment and necessary tools to perform their jobs.

Requirements

• Resident Insurance License in hand with CE completed.
• Consistent attendance and punctuality.
• Experience as a mentor.
• Ability to exceed KPIs.
• Proficient knowledge of inbound contact center environment.
• Excellent phone skills, customer service skills, and troubleshooting expertise.
• Strong verbal and written communication skills.
• Ability to multitask, handle escalated calls, and manage upset customers professionally.
• Flexible schedule.
• Analytical and troubleshooting expertise.
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation, and de-escalation skills.

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty, improve efficiency, and reduce costs. With a 30+-year track record, ResultsCX has grown to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise includes actionable analytics, contact center as a service (CCaaS), and our SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences.