Operations Supervisor

General Information

Name


Operations Supervisor


Employment Type


Temporary


Position level


Full-time


Virtual/Remote?


No


Labor Category


Contact Center


Date


09-Jul-2026


City


Orlando


State


Florida


Country


United States


Ref #


9247857068


Description & Requirements

Description


Operations Supervisor
Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Purpose:
The Operations Supervisor will oversee daily operations, ensure superior service delivery, and support a team of direct reports. You will play a critical role in enhancing the efficiency and effectiveness of our healthcare operations, ensuring we meet the needs of our patients while maintaining the highest standards of quality and compliance.


Responsibilities:

• Supervise, coach, and mentor a team of direct reports, ensuring excellent patient service.
• Oversee the onboarding of new hires, and identify training needs to enhance ongoing skills and productivity. Collaborate with training leadership for upskilling.
• Monitor team performance through key performance indicators (KPIs) and metrics, conduct regular performance discussions, set performance goals, and ensure team compliance with policies and healthcare regulations (e.g. HIPAA)
• Work closely with key business partners to achieve program goals, develop SOPs and ensure compliance.
• Manage staff scheduling and maintain data quality standards based on program metrics. Implement and enhance operational processes for accuracy and efficiency.
• Collaborate with leadership to create program SOP's, WI's and job aids and ensure implementation as required.
• Review and update call guides for assigned programs as required.
• Partner with leadership to create and implement quality assurance measures ensuring adherence to processes, procedures, and patient confidentiality.
• Handle escalated patient concerns and logistical issues promptly, ensuring timely resolutions and maintaining patient satisfaction.
• Track operational metrics, deliver regular reports and updates to management and stakeholders,
• Recommend workflow, system, and process improvements to enhance efficiency, productivity, and overall program performance.
• Work with cross-functional teams to implement new strategies and best practices.
• Up to 10% travel may be required.
• Other duties as assigned.

?Required Qualifications:

• Bachelor's Degree in Healthcare Administration, Business Management or related field.
• Working experience in a call center environment with added experience in a supervisory role, ideally within the healthcare industry.

• Strong understanding of call center operations, KPIs, and healthcare regulations.
• Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability.
• Proficient with using call center software, CRM tools, and Microsoft Office Suite.

Preferred Qualifications:

• Ability to exercise independent judgment.

• Ability to manage deliverables in a fast-paced environment.
• Exceptional customer focus, collaboration, initiative, results-oriented, business solution-oriented capabilities

Payrate: $33 per hour

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Opportunity is calling.
Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We're KellyConnect®-and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.

About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.