Call Center Supervisor

Call Center SupervisorWe are looking for an experienced Call Center Supervisor to lead our growing call center team in San Antonio, TX! The ideal candidate brings strong call center leadership experience, a data-driven approach to performance management, and comfort using modern technology and AI-powered tools to drive better outcomes.Primary ResponsibilitiesLead, coach, and develop a team of Call Center Representatives, fostering a culture of accountability, service excellence, and continuous improvementOversee daily call center operations, ensuring coverage, productivity, and adherence to standard operating procedures across all shiftsMonitor call reporting dashboards and team performance against key performance indicators (e.g., average handle time, first-call resolution, quality scores, on-time performance), intervening when metrics fall below standardServe as the escalation point for complex or high-impact calls, resolving issues with a solution-focused approach that balances member/customer needs with operational goalsAnalyze call reporting and performance data to identify trends, root causes, and opportunities for process improvement, and lead initiatives to act on those findingsChampion the use of data-driven decision-making and AI-enabled tools and technology (e.g., speech/interaction analytics, AI-assisted quality monitoring, workforce management platforms) to improve efficiency, quality, and member experienceManage team scheduling, shift coverage, timekeeping, and PTO to maintain uninterrupted call center operationsConduct quality assurance reviews, one-on-ones, and performance evaluations; deliver coaching, development plans, and corrective action in partnership with leadership and HROnboard and train new Call Center Representatives and maintain up-to-date training materials and SOPsReport on team KPIs, staffing, and operational issues to operations leadershipCollaborate cross-functionally with Network Management, Provider Relations, and other internal teamsOther duties as assignedRequired Education and ExperienceHigh school diploma or equivalentMinimum of three (3) years of call center experience, including at least one (1) year in a lead or supervisory roleDemonstrated experience analyzing call reporting data and identifying trends to drive operational and quality improvementsDemonstrated, solution-focused call center experience with a track record of resolving issues and improving the member experienceDemonstrated experience coaching, developing, and managing performance of a team in a fast-paced operational environmentComfort working with data and a willingness to use, and learn, AI-driven technology and reporting toolsPreferred Education and ExperienceBachelor's degree preferredExperience with AI-powered call center technology (e.g., speech analytics, AI quality monitoring, chatbots or virtual agents)Experience with workforce management, scheduling, and QA toolsKnowledge of the healthcare or non-emergency medical transportation (NEMT) industryBilingual SpanishSkillsProven leadership skills with the ability to motivate, coach, and hold a team accountable in a high-stress environmentStrong analytical skills with the ability to interpret call reporting and operational data, identify trends, and translate them into actionData-driven mindset with working knowledge of, or strong interest in, AI and other technology tools that improve call center performanceSolution-oriented approach to problem solving, with strong conflict resolution and customer service skillsStrong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in-person, via email, and over the phoneSound judgment and decisiveness when managing escalations and competing real-time prioritiesAbility to delegate effectively while maintaining ownership of team outcomesAbility to adapt to unforeseen circumstances quickly and lead a team through changeJob RequirementsMust be able to pass criminal background record checkMust be legally authorized to work in the US without current or future sponsorship.Ability to work flexible shifts, including availability to support evenings, weekends, and holidays as operational needs requireAbout SafeRide HealthSafeRide Health is a technology and services company committed to eliminating transportation barriers to healthcare. By combining our proprietary tech platform with a nationwide network of vetted transportation providers, we empower payers and health systems to deliver smarter, more reliable non-emergency medical transportation.Our platform supports the nation's largest Medicare Advantage, Medicaid, and provider programs improving health outcomes and patient experiences at scale.