Supervisor 1, Operations Program Support
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 supervisor guides, coaches, and supports team members, handles complex client concerns, and fosters a positive, productive environment. The role helps deliver excellent service while aligning team performance with company goals. The supervisor monitors performance against KPIs and service standards, conducts staff check-ins and team meetings, supports onboarding and ongoing development, and identifies process improvements. The role also ensures quality and compliance in customer interactions, assists with scheduling and coverage, prepares performance and customer-feedback reports, collaborates with other departments, and advocates for clients.
Requirements
- High school diploma or equivalent required.
- At least 2 years of experience in customer service or client support.
- At least 1 year of experience in a supervisory or leadership role.
- Proven ability to lead, motivate, and coach a team to deliver exceptional customer service.
- Strong problem-solving ability, including resolving complex customer issues effectively and efficiently.
- Excellent verbal and written communication skills for professional interaction 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.
Nice To Haves
- Associate or bachelor’s degree preferred.
- Understanding of industry regulations and best practices related to customer service in healthcare or home care services is a plus.
Responsibilities
- Oversee and coach the Program Support and Outreach Specialist team to support strong performance and service quality.
- Monitor team performance against KPIs and service standards, conduct performance reviews, and provide constructive feedback.
- Conduct regular one-on-one check-ins and team meetings to provide guidance, monitor progress, and foster alignment with organizational goals.
- Handle escalated customer inquiries, concerns, and complaints, resolving them effectively and in a timely manner.
- Assist with onboarding and training new team members and provide ongoing coaching and skills development.
- Identify and implement improvements to customer-service processes, workflows, and tools to increase efficiency and client satisfaction.
- Ensure customer interactions meet company standards for quality, professionalism, and compliance with policies and regulations.
- Assist with staff scheduling and coverage, including shift adjustments, time-off requests, and real-time staffing needs.
- Generate reports on team performance, customer feedback, and key metrics; identify trends and share insights with 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
