Operations Supervisor

Apply Description We are currently seeking an Operations Supervisor with a strong background in personnel management and operations. This position is ideal for a people-first leader who thrives in dynamic settings and is committed to team growth and operational excellence. This is an on-site position in Billings, MT . POSITION SUMMARY: The Operations Supervisor leads and inspires a team of Client Support Specialists in a fast-paced call center environment, ensuring the consistent delivery of exceptional service. This role is responsible for hiring, training, and coaching team members while fostering a collaborative, client-focused culture grounded in empathy, accuracy, and professionalism. The supervisor monitors team performance, addresses escalated issues, and partners with cross-functional teams to improve processes and enhance the client experience. KEY RESPONSIBILITIES: Supervise, coach, and support the daily operations of the Client Support Specialist team. Hire, onboard, and mentor new team members. Foster a positive, client-first culture focused on empathy, accuracy, and professionalism. Monitor individual and team performance, providing real-time feedback, coaching, and formal evaluations. Ensure consistent adherence to company performance standards, policies, and operational procedures. Provide operational guidance on legal documentation, medical record retrieval, and client interaction best practices. Analyze performance metrics and client feedback to identify improvement opportunities. Collaborate with other supervisors and cross-functional teams to support shared goals and solve challenges. Respond to escalated calls and situations with professionalism and sound judgment. Participate in leadership meetings and strategic planning efforts. Maintain operational reporting tools, dashboards, and documentation as directed. Lead by example in fostering a culture of accountability, collaboration, and continuous improvement. Perform other responsibilities as assigned by management, demonstrating flexibility in adapting to business needs. KEY SKILLS: Experienced in supervising high-performing teams with a focus on accountability, service excellence, and team development. Strong verbal and written communication skills used to guide team members, provide clear instructions, and address client needs. Demonstrates empathy, discretion, and professionalism when dealing with sensitive or escalated situations. Strong analytical and problem-solving skills with the ability to make data-informed decisions. Maintains high standards for compliance, accuracy, and quality in documentation and client interactions. Monitors team metrics, delivers real-time feedback, and supports growth through hands-on mentoring and training. Identifies day-to-day inefficiencies and suggests improvements that enhance team effectiveness and client satisfaction. Skilled in using dashboards, reporting tools, and…