Operations Supervisor

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 operational systems to track performance and manage daily operations. 
• Responsive to shifting priorities and able to manage multiple responsibilities with a calm, solution-focused mindset. 
• Maintains reliability and a proactive attitude, supporting a collaborative and inclusive team culture. 

MINIMUM QUALIFICATIONS: 

• Must be at least 18 years of age or older. 
• 1–5 years of supervisory experience required. 
• Associate or bachelor’s degree in a relevant field preferred. 
• Working knowledge of Microsoft Office Suite, Adobe, and other similar software. 
• Must be able to read, comprehend, and follow written and verbal instructions. 

PHYSICAL REQUIREMENTS: 

• Prolonged periods of sitting. 
• Perform repetitive tasks such as typing and clicking.  
• Must be able to lift and move light items up to 20 pounds at times. 
• Must be able to bend, reach, push, pull, lift, and sit. 

The physical demands are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

BENEFITS: 

The company offers a comprehensive benefits package including: 

• Medical, dental, and vision. 
• Voluntary life, accident, critical illness, hospital indemnity, and short-term disability. 
• Vacation, sick and floating holidays. 
• Employee assistance program. 
• Paid parental leave. 
• 401(k) retirement plan. 

DISCLAIMER:
This is not meant to be an all-inclusive list of duties and responsibilities for this position but constitutes a general definition of the position's scope and function. 

EQUAL OPPORTUNITY EMPLOYER:
We are an equal opportunity employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. 

If you require a reasonable accommodation to complete the application or interview process, please contact us at dl-human-resources@caseopp.com.