Supervisor 1, Operations Program Support

Public Partnerships•Latham, NY

About The Position

The Ops Program Support Supervisor oversees the day-to-day operations of the Program Support and Outreach Specialist team and ensures high standards of customer service. The role manages and develops the team, addresses complex client concerns, and fosters a positive and productive working environment. It also helps ensure team performance aligns with company goals and that clients receive excellent service.

Requirements

Proven ability to lead, motivate, and coach a team to deliver exceptional customer service.
Strong problem-solving ability, including handling complex customer issues and providing effective, efficient resolutions.
Excellent verbal and written communication skills and the ability to interact professionally with clients and team members.
Strong organizational skills and ability to manage multiple tasks and priorities in a fast-paced environment.
Customer-centric focus and commitment to client satisfaction.
Comfort using CRM systems, scheduling tools, and other customer service technologies.
High school diploma or equivalent required.
At least 2 years of experience in customer service or client support, including at least 1 year in a supervisory or leadership role.

Nice To Haves

Associate or bachelor’s degree.
Understanding of industry regulations and best practices related to customer service in healthcare or home care services.

Responsibilities

Oversee, guide, coach, and provide feedback to Program Support and Outreach Specialists.
Monitor and evaluate team performance against key performance indicators and service standards; conduct performance reviews and provide constructive feedback.
Conduct regular one-on-one check-ins and lead team meetings to provide guidance, monitor progress, and align staff with organizational goals.
Handle escalated customer inquiries, concerns, and complaints, ensuring timely and effective resolutions.
Assist with onboarding and training new team members and provide ongoing coaching and skills training.
Identify opportunities to improve customer service processes, workflows, and tools, and collaborate with the team to implement changes.
Ensure customer interactions meet company standards for quality, professionalism, and compliance with policies and regulations.
Assist with staff scheduling and coverage, including adjusting shifts, managing time-off requests, and responding to real-time staffing needs.
Generate regular reports on team performance, customer feedback, and key metrics; use data to identify trends and provide insights to the Manager, Ops Program Support.
Collaborate with Operations, Registration, Compliance, and other departments to address client needs and improve the client experience.
Advocate for clients and ensure their needs are understood and appropriately addressed by the team.