Supervisor I, Client Services

Overview

Supervise a high-volume inbound international voice support team serving the US market. Drive service quality, productivity, coaching, escalation management, and continuous improvement.

What you'll do

• Supervise daily operations for high-volume inbound international voice processes.
• Ensure SLAs, quality standards, and productivity targets are met.
• Coach team members and manage performance.
• Resolve escalated customer issues within defined timelines.
• Monitor call quality, compliance, and process adherence.
• Prepare performance reports, root-cause analyses, and improvement plans.
• Coordinate training, onboarding, and knowledge enhancement initiatives.

What you'll need

• 8+ years of experience in inbound international voice processes.
• 5+ years of supervisory experience in a high-volume customer support environment.
• Strong people management skills.
• Strong communication and problem-solving skills.
• Ability to work independently in a fast-paced, performance-driven environment.
• Willingness to work US shifts, including India night shifts.
• Willingness to work from the office on all working days.

Nice to have

• Experience in the US healthcare sector.
• Experience with Healthcare Revenue Cycle Management.
• Experience with practice management software.

Details

• Location: India.
• Work from office on all working days.