BPO Supervisor

Roles and Responsibilities
• Provides front-line supervision to an operational team of 35 or more employees
• Supervised team typically responsible for manging US healthcare Payer claims adjudication process
• Assigns work to direct reports.
• Recommends and takes actions hiring, firing, promotion, and disciplinary recommendations.
• Supervises team ensuring the highest quality of service is provided to clients.
• Monitors performance of the team and reports results and issues to higher-level leadership.
• Assists team with escalated client or account issues.
• Manages hiring, staffing and maintaining a diverse and effective workforce.
• Interacts with clients and internal departments to resolve issues.
• Works with the team to complete assignments using established guidelines, policies and procedures.
• Demonstrates professional courtesy and represents the company in a positive manner in all areas of internal and external communications.
• Ensures appropriate record keeping, reports, and related administrative functions are accurate and up-to-date.
• Responsible for career development / planning, performance and pay discussions of team members.
• Upon request, compiles and analyses data to identify trends for root cause analysis.
Requirements
• Typically requires 5- 9 years relevant experience
• Should be open to work in night shifts
• Undergraduate degree or equivalent combination of education and work experience.
• Solid communication skills.
• Demonstrated client service skills and leadership capabilities.
• Good knowledge, understanding and application of project management principles and methodologies.
• Models excellent analytical / problem solving skills.
• Good client service skills and leadership capabilities
• Solid analytical / problem solving skills