Role Overview
The Ops Program Support Supervisor is responsible for overseeing the day-to-day operations of the Program Support and Outreach Specialist team, ensuring that high standards of customer service are met. This role involves managing a team of Program Support and Outreach specialists providing coaching and support, addressing complex client concerns, and maintaining a positive and productive team environment. The Ops Program Support Supervisor plays a key role in delivering excellent service to clients while ensuring that team performance aligns with company goals.
Team Supervision: Oversee a team of Program Support and Outreach Specialist, providing guidance, coaching, and feedback to ensure high levels of performance and quality of service.
Performance Management: Monitor and evaluate team performance against KPIs (Key Performance Indicators) and service standards. Conduct regular performance reviews and provide constructive feedback.
Team Leadership & Staff Engagement: Responsible for conducting regular one-on-one check-ins with staff and leading team meetings to provide guidance, monitor progress, and foster team alignment with organizational goals
Client Support: Handle escalated customer inquiries, concerns, or complaints, ensuring timely and effective resolutions while maintaining high customer satisfaction.
Training & Development: Assist in onboarding and training new team members and ensure ongoing development through regular coaching and skills training.
Process Improvement: Identify opportunities to improve customer service processes, workflows, and tools. Collaborate with the team to implement changes that increase efficiency and client satisfaction.
Quality Assurance: Ensure that all customer interactions meet company standards for quality, professionalism, and compliance with policies and regulations
Scheduling & Coordination: Assist in managing staff scheduling and coordinate coverage to ensure uninterrupted operational support, including adjusting shifts, managing time-off requests, and responding to real-time staffing needs.
Reporting: Generate regular reports on team performance, customer feedback, and key metrics. Use data to identify trends and provide insights to the Manager, Ops Program Support.
Collaboration: Work closely with other departments (e.g., Operations, Registration, Compliance) to address client needs and improve the overall client experience.
Client Advocacy: Advocate for clients, ensuring their needs are understood and appropriately addressed by the team.
Required Skills
Leadership Skills: Proven ability to lead, motivate, and coach a team to deliver exceptional customer service.
Problem-Solving: Strong ability to handle complex customer issues, providing effective and efficient resolutions.
Communication Skills: Excellent verbal and written communication skills with the ability to interact professionally with clients and team members.
Organizational Skills: Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
Customer-Centric Focus: A passion for delivering exceptional service and ensuring client satisfaction.
Compliance Knowledge: Understanding of industry regulations and best practices related customer service in healthcare or home care services is a plus.
Technical Skills: Comfort with CRM systems, scheduling tools, and other customer service technologies.
Qualifications
Education: High school diploma or equivalent required; associate or bachelor’s degree preferred.
Experience: 2+ years of experience in customer service or client support, with at least 1 year in a supervisory or leadership role.
Compensation: $70,000-$75,000
This role is eligible for a base salary within the posted range. Actual compensation will be determined based on a variety of factors, including skills, experience, and geographic location. Compensation may vary for positions based in high cost-of-labor markets.
The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified
PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.
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