A Senior Supervisor is responsible for overseeing the daily operations and performance of a team, ensuring the delivery of high-quality service while maintaining compliance with strict healthcare regulations like HIPAA. They serve as a vital link between management and the frontline staff.
Key Responsibilities:
Team Management & Leadership: Supervise, lead, and motivate a team of - associates. This includes managing attendance, leave approvals, and overall team dynamics. Performance Monitoring & Coaching: Monitor individual and team performance metrics (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Quality Assurance (QA) scores. Conduct regular coaching sessions, provide constructive feedback, and perform performance reviews to drive continuous improvement. Operations & Process Adherence: Oversee daily workflows, manage schedules, and ensure all team...