Job Description

Position Summary

A growing organization is seeking a Call Center Supervisor to oversee and manage a team of customer service representatives (CSRs) in a fast-paced, outbound environment. The supervisor will ensure team performance, coach employees, maintain compliance with industry regulations, and drive operational efficiency. This role requires strong leadership, communication, and problem-solving skills.

The supervisor will play a key role in:

1. Team Leadership & Development
2. Performance Management & Accountability
3. Operational Oversight & Compliance
4. Escalation Management
5. Technology & Process Optimization

Key Responsibilities:

1. Team Leadership & Development

• Provide mentorship, coaching, and performance feedback to team members, fostering their professional growth.
• Recognize and reward top performers while creating a culture of continuous improvement.
• Conduct training sessions to enhance product knowledge, customer engagement, and efficiency .
• Encourage a collaborative environment where team members contribute ideas and process improvements.

2. Performance Management & Accountability

• Supervise and manage a team of call center agents , ensuring they meet daily, weekly, and monthly performance goals .
• Set clear Key Performance Indicators (KPIs) and regularly monitor call quality, engagement, and productivity .
• Provide regular coaching sessions to enhance team performance and customer satisfaction.
• Foster a motivated and results-driven work environment to meet contractual Service Level Agreements (SLAs) .

3. Operational Oversight & Compliance

• Monitor call center operations to ensure adherence to schedules, service utilization, and call quality standards .
• Analyze performance metrics to identify areas for improvement and implement corrective actions .
• Maintain compliance with HIPAA regulations, industry best practices, and data privacy protocols .
• Generate reports and provide insights on KPI trends to leadership.

4. Escalation Management

• Serve as the point of contact for escalated inquiries related to customer accounts, benefits, or service concerns.
• Implement a structured escalation process , ensuring that complex cases are resolved efficiently.
• Address and de-escalate high-stress situations , delivering solutions that enhance customer satisfaction .
• Escalate compliance-related or urgent issues to management as needed .

5. Technology & Process Optimization

• Demonstrate expertise in call center software, CRM platforms, and account management tools .
• Collaborate with the IT team to resolve technical issues and improve system functionality .
• Maintain accurate and up-to-date documentation on best practices and operational procedures.
• Ensure the security and confidentiality of sensitive customer data.

Requirements:

• Supervisory experience in a call center or related environment (preferred).
• Bilingual in English and Spanish (required).
• Strong leadership, coaching, and team management skills.
• Excellent verbal and written communication abilities.
• Ability to analyze performance metrics and drive results.
• Proficiency in Microsoft Office, CRM tools, and call center software.
• High level of integrity and discretion in handling sensitive customer information.
• Ability to pass a background check and drug screening

Benefits:

• Competitive salary
• 401(k) with matching contributions
• Comprehensive health, dental, and vision insurance
• Paid time off (PTO) and flexible scheduling
• Growth and leadership development opportunities

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