Call Center Supervisor

Role overview

Lead the daily operation of a contact center supporting healthcare-related programs, with responsibility for team performance, service quality, and compliant call handling. The supervisor coaches and develops staff while coordinating with business and client-facing teams to meet service goals, maintain coverage, and improve operations responsibly.

Responsibilities - Supervise, coach, and evaluate call center staff; set clear performance expectations and address performance concerns. - Support hiring, onboarding, and program training, and promote teamwork and staff engagement. - Monitor staffing and service levels, arrange coverage plans, and step in to handle calls when needed. - Review calls and operational metrics for script adherence, call quality, privacy, and required handling of potential adverse events. - Analyze daily, weekly, and monthly productivity reports and recommend actions to improve service and performance. - Coordinate alternate-channel requests, program changes, special call initiatives, and quality improvement work with internal teams.

Requirements

The available source describes the role’s responsibilities but does not provide a reliable, complete list of specific qualifications. It indicates that the supervisor must protect patient privacy and follow applicable security, privacy, and operating procedures.

Nice to have

The source emphasizes people leadership, clear communication of standards, coaching, sound judgment, and a collaborative approach to continuous improvement.

Benefits and work setup

The listing describes medical, dental, and vision coverage; paid time off and holidays; a retirement plan with employer match; disability and life insurance; paid parental leave; recognition programs; and learning and career development opportunities. Compensation details and work location are not available in the supplied material.