Contact Center Supervisor

Contact Center Supervisor

Job Type: Full-Time
Work Environment: Remote
Office Location: Chesterfield, MO
Schedule 9:30-6pm M-F CST
Rate: $23-25

About the Role

We are seeking an experienced Contact Center Supervisor to lead and support a team of Customer Service Representatives (CSRs) and Senior Customer Service Representatives (SCSRs). This role is responsible for overseeing daily operations, driving team performance, maintaining quality standards, and ensuring a consistent, high-quality patient experience.

The Contact Center Supervisor will serve as a frontline leader, coach, mentor, and escalation point for the team. Reporting to the Contact Center Manager, this position will play a key role in maintaining operational excellence, reinforcing accountability, developing employees, and supporting continuous improvement.

Key Responsibilities

Training, Leadership & Daily Operations

• Oversee daily workflow for a team of CSRs, ensuring work is completed efficiently and in alignment with service-level expectations.

• Assign and adjust responsibilities in real time based on call volume, queue demands, and operational priorities.

• Monitor team adherence to schedules to ensure appropriate coverage and productivity throughout the day.

• Conduct regular one-on-one meetings, at least bi-weekly, to review performance, provide feedback, and support employee development.

Performance Monitoring & Quality

• Track and manage key performance indicators (KPIs) established by leadership.

• Monitor calls and evaluate interactions for quality, accuracy, and compliance with established standards.

• Provide structured, actionable feedback based on quality assurance findings and performance data.

• Ensure consistent use of scripts, workflows, and systems to maintain service and compliance standards.

• Identify performance trends and communicate risks, concerns, and opportunities to management.

Coaching, Development & Accountability

• Provide real-time coaching and ongoing performance feedback to drive individual and team improvement.

• Support onboarding and training of new hires by reinforcing key skills, processes, and operational knowledge.

• Address attendance, behavioral, and performance concerns in a timely and consistent manner.

• Implement and manage Performance Improvement Plans (PIPs), as needed, in partnership with the Contact Center Manager.

• Foster a culture of accountability, teamwork, professional development, and continuous improvement.

Communication & Cross-Functional Collaboration

• Serve as the voice of the team by communicating frontline feedback, challenges, and opportunities to the Contact Center Manager.

• Partner with Workforce Management and the Contact Center Manager to address staffing, scheduling, and real-time operational needs.

• Collaborate with Training and Analytics/Quality teams to ensure alignment on performance expectations and improvement initiatives.

• Support the implementation of new processes, tools, systems, and operational changes within the team.

Escalation Management & Team Support

• Serve as a secondary escalation point for complex or sensitive patient interactions.

• Identify trends and recurring issues within escalations and partner with leadership to address root causes and prevent recurrence.

• Provide real-time guidance and decision-making support to maintain service levels and patient satisfaction.

• Promote a positive, professional, and patient-focused team environment.

Qualifications

• 2+ years of experience in a customer service or contact center environment, preferably in a high-volume setting.

• 1+ year of leadership, team lead, or mentoring experience required, with demonstrated ability to support team performance.

• Strong understanding of contact center KPIs and performance expectations.

• Excellent communication and interpersonal skills, with the ability to coach, motivate, and influence others.

• Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.

• Strong problem-solving skills and the ability to effectively handle escalations and make real-time decisions under pressure.

• Ability to work independently while collaborating effectively with remote and cross-functional teams.

Benefits

• Health, Dental, and Vision Insurance

• 401(k) with Company Matching

• Paid Time Off & Holidays

• Flexible Spending Account

• Employer-Paid Life Insurance

• Training & Development Programs

Position Details

• Position: Contact Center Supervisor

• Job Type: Full-Time

• Work Environment: Remote

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