Job Description

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 10-20 associates, including managing attendance, leave approvals, and overall team dynamics.

Performance Monitoring & Coaching:

Track individual and team 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 complete performance reviews to support improvement.

Operations & Process Adherence:

Oversee daily workflows, manage schedules, and ensure adherence to established protocols, client requirements, and data security standards. Ensure all healthcare regulations and disclaimers are followed as per process guidelines.

Issue Resolution & Escalation Management:

Provide on-floor support, handle escalations or complex customer concerns, and ensure timely and effective resolutions.

Training & Development:

Partner with quality and training teams to identify knowledge gaps and execute training plans to enhance skills and product knowledge.

Reporting & Analytics:

Prepare and present daily, weekly, and monthly reports on performance, productivity, and operational insights to senior management and clients.

Process Improvement:

Identify improvement opportunities and implement strategies or process enhancements to boost productivity, accuracy, and operational efficiency.

Core Competencies:

Strong leadership, people management, and motivational abilities Excellent verbal and written communication skills Strong interpersonal and problem-solving capabilities Effective organizational, time-management, and decision-making skills Proficiency in tools/software, performance dashboards, and MS Office (especially Excel and PowerPoint) Ability to work in a fast-paced, dynamic environment and perform well under pressure

Required Qualifications and Skills:

Experience:

Minimum 1-3 years in a leadership or supervisory role within a BPO environment, preferably with experience in healthcare processes (e.g., claims, prior authorization, revenue cycle management, life sciences, etc.).

Education:

Any non-technical bachelor's degree (BSc, B-Pharma, B.Com, BA, Nursing, Life Science, etc.). Relevant experience may be considered in place of formal education. *

Knowledge:

Strong understanding of healthcare regulations, compliance requirements (such as HIPAA), and industry-specific practices.