Call Center Supervisor

Job Description

Job Description

Call Center Supervisor Position Summary

The Call Center Supervisor will be responsible for delivering high standards of service to our patients by making the most effective and efficient use of call center agents and technology resources.

This position is expected to use a range of measurements to monitor, analyze, and plan improvements to call center performance across multiple states, multiple service types, and a broad patient population. The ideal candidate is a hands-on leader who thrives in a fast-paced, metric-driven environment and is passionate about developing teams while continuously improving operational performance.

• Manage the day-to-day operations of the Call Center team to meet patient needs and business objectives.
• Effectively lead Call Center teams by setting goals, directing work, monitoring outcomes, providing coaching, and developing employee skills.
• Maintain standardized operational workflows to ensure efficiency, quality outcomes, and maximized revenue.
• Partner with the team to resolve patient concerns, scheduling issues, and follow-up challenges.
• Communicate organizational priorities while monitoring and adjusting work assignments as needed.
• Ensure Standard Operating Procedures (SOPs) are followed and updated when changes occur.
• Serve as the escalation point for complex patient concerns and operational issues.
• Partner with the IT team to maintain current call center technology, including:
  • IVR
  • Call Routing
  • Desktop Systems
  • Agent Phone Systems
  • Call Recording
  • Screen Capture
  • Speech Analytics
• Evaluate opportunities to implement additional technology that improves operational efficiency and effectiveness.

• Develop operational benchmarks based on call volume and performance metrics.
• Lead continuous improvement initiatives, including call monitoring programs.
• Document follow-up efforts and issue resolution within the call management system.
• Deliver timely reports to the COO highlighting:
  • Call volume
  • Operational trends
  • Patient concerns
  • Performance metrics
  • Improvement opportunities

• Manage Team Leaders to ensure achievement of team goals and business objectives.
• Monitor team performance and accountability.
• Train new employees or coordinate training with appropriate team members.
• Recruit and interview candidates as business needs require.

• Meet regularly with team members to review priorities and project status.
• Support onboarding and integration of new employees.
• Foster employee engagement through a motivational leadership style that promotes retention.
• Conduct annual performance reviews and provide ongoing coaching and feedback.

• Perform other duties as assigned.

• Understand the strategic direction of the company and support organizational change.
• Understand the patient experience across all services and appointment types.
• Analyze, maintain, and improve call center performance and training practices.
• Experience working in a highly metric-driven environment.
• Excellent written and verbal communication skills.
• Strong Microsoft Office skills, including Excel and Word.
• Highly organized with strong attention to detail.
• Strong work ethic with the ability to prioritize multiple responsibilities and meet deadlines.

• Bachelor's degree in a related field or equivalent combination of education and experience.
• 5+ years of call center leadership experience in a people-focused and/or patient-focused environment.

• Competitive compensation
• Comprehensive Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance
• Generous Paid Time Off (PTO)
• Seven (7) Company Paid Holidays
• 401(k) with Company Match
• A culture centered around People, Passion, Purpose, and Progress
• Opportunities for career growth within a rapidly expanding healthcare organization