Operations Supervisor

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Job Type

Full-time

Description

MUST LIVE IN THE ALBUQUERQUE NM METRO AREA

Are you a motivated leader with a passion for IT operations and team development? We are seeking an Operations Supervisor to oversee a dynamic team of analysts in our IT Healthcare Call Center. In this role, you will ensure that daily operations run efficiently while meeting and exceeding client Service Level Agreements (SLAs). Your focus will be on coaching, performance improvement, and fostering a positive, high-achieving work environment.

If you thrive in a fast-paced setting, possess strong decision-making skills, and excel at managing people, this role is for you!

What You'll Do

• Lead & Support: Supervise a team of analysts, providing guidance and mentorship to drive success.
• Client Interaction: Serve as the primary point of contact to address client concerns, ensuring satisfaction.
• Process & Compliance Management: Oversee team adherence to company policies and ensure smooth operational workflows.
• Coaching & Performance Management: Conduct monthly 1:1 sessions to support employee development and career growth.
• Operational Oversight: Monitor team schedules, manage compliance, and provide real-time support to analysts.
• Problem-Solving & Escalations: Identify, report, and escalate operational challenges as needed.
• Collaboration: Work closely with other supervisors and managers to create a collaborative and efficient work environment.
• Engagement & Development: Provide meaningful career and professional development opportunities for team members.
• Other Responsibilities: Participate in on-call rotations and contribute to management meetings with key insights.

Requirements

What You Need to Succeed

• Education: High School diploma or equivalent required.

• Experience:

• 3-5 years supervisory/leadership experience.

• 2-4 years in a call center or customer service role.

• 3 years of IT experience.

• Leadership Skills: Strong ability to coach, correct, and manage team performance effectively.

• Technical Knowledge: Familiarity with ITIL/ITSM, EPIC.

• Technology Proficiency: Experience with ServiceNow, GenesysCloud, and Microsoft Office (especially Teams, Outlook, Word, and Excel).

• Work Environment: Ability to work in a multi-client, 24/7 shared services environment and be in-office as needed.

• Analytical & Decision-Making Skills: Ability to assess complex issues and implement efficient solutions

Performance Expectations

As an Operations Supervisor, you'll be evaluated based on key metrics and leadership effectiveness, including:

• Maintaining a Green Scorecard in a previous Unity position (or equivalent supervisory experience).
• Conducting regular one-on-one meetings with direct reports to track performance and engagement.
• Driving accountability by coaching employees on their scorecard metrics.
• Handling corrective actions, lead management, and performance reviews in a timely manner.
• Leading employee engagement initiatives and fostering a positive workplace culture.
• Ensuring data privacy, security compliance, and resource management.
• Managing crisis situations effectively when necessary.

Why Join Us?

• Impactful Work: Play a key role in supporting IT operations within the healthcare sector.
• Career Growth: Develop leadership skills and advance within a dynamic organization.
• Collaborative Environment: Work with a team that values innovation, support, and excellence.
• Competitive Benefits: Enjoy comprehensive benefits and opportunities for professional development.

If you are ready to take your career to the next level and make a meaningful impact, we want to hear from you! Apply today and join our team!

Disclaimer

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
• The preceding job description does not alter the "at will" status and therefore does not constitute a contract of employment, expressed, or implied between any employee and UnityBPO.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.