Job Overview

We are seeking a highly organized and client-focused Account Supervisor to oversee account management, client relations, and team performance. The ideal candidate has strong leadership skills, experience in account management, and the ability to drive client satisfaction and business growth. This role involves managing client accounts, ensuring service excellence, and leading a team to meet performance goals.

Job Qualifications

• Minimum two years of supervisory experience in a BPO company, preferably with a healthcare account

•  Experience interpreting call center metrics and developing improvement strategies

•  Excellent written and verbal communication skills in English

•  Ability to coach, motivate, and develop team members

•  Strong interpersonal skills with experience working across multiple departments

•  Knowledge of healthcare or medical terminology is a plus

•  Ability to work on a flexible schedule, including weekends and holidays if required

Responsibilities

• Oversee a team of customer service agents for our healthcare account.

• Monitor call center metrics to ensure targets and KPIs are being met.

• Analyze call data to identify trends and recommend improvements in call handling.

• Conduct training, feedback sessions, and coaching with agents.

• Provide timely performance feedback and recognition to team members.

• Collaborate with management team to develop and implement strategies for account growth and retention.

• Identify and escalate issues to the Operations Manager as necessary.

• Participate in staff recruitment and selection process as needed.

• Monitor and manage call queue to ensure maximum efficiency.

• Communicate expectations and priorities to agents through daily huddles and team meetings.