Operations Supervisor (Team Leader)

Call Center Operations Supervisor

We are hiring for Call Center Operations Supervisor in our Biloxi, MS Location!

The Supervisor, Operations is responsible for translating operational goals into daily execution by leading and developing a team of Healthcare Advocates to deliver consistent, high-quality service. This role ensures frontline performance aligns with client expectations and organizational standards, directly impacting member experience and program success.

Responsibilities

• Lead and supervise a team of Healthcare Advocates, ensuring daily performance targets and service standards are consistently met.
• Monitor individual and team performance metrics, identify gaps, and implement targeted coaching and corrective actions.
• Conduct regular one-on-one coaching sessions, team huddles, and feedback discussions to reinforce expectations and drive development.
• Reinforce adherence to call handling procedures, workflows, quality standards, and client-specific requirements.
• Manage day-to-day operational activities, including attendance tracking, schedule adherence, and handling low-level escalations.
• Serve as the first point of escalation for agents, resolving workflow issues, member concerns, and policy-related questions.
• Partner with Quality Assurance, Training, Workforce Management, and HR to address performance challenges and support team effectiveness.
• Support onboarding, nesting, and ongoing development of team members to ensure readiness and sustained performance.
• Promote a culture of accountability, teamwork, and professionalism aligned with Carenet's values.
• Participate in operational initiatives and continuous improvement efforts to enhance efficiency, quality, and employee experience.

Qualifications

• Bachelor's degree in Business, Management, Healthcare Administration, or a related field preferred, or equivalent experience.
• At least 3 -5 years of experience in a call center, healthcare services, or customer service environment.
• At least 1- 2 years Call Center Supervisory experience handling a team
• Spanish Bilingual preferred
• Strong understanding of call center KPIs, performance metrics, and quality standards.
• Demonstrated ability to coach, develop, and motivate team members.
• Strong verbal and written communication skills, with the ability to deliver clear and constructive feedback.
• Solid organizational, time management, and problem-solving skills.
• Proficiency in Microsoft Office tools (Excel, Outlook, Word, PowerPoint) and familiarity with call center systems.
• Ability to handle confidential and sensitive information with professionalism and discretion.
• Adaptability and ability to manage competing priorities in a fast-paced environment.
• Willing to work onsite in our Biloxi office.