Customer Service & Oxygen Operations Supervisor

Job Description

Job Description

Customer Service   and Oxygen Operations Supervisor

Position Overview:

The Oxygen Operations Supervisor is responsible for overseeing all oxygen-related customer service, dispatch, logistics, and contract compliance operations within a VA Government Contracting environment. This role ensures operational efficiency, SLA compliance, QASP performance management, and direct leadership of Oxygen Customer Service personnel. 

The Oxygen Operations Supervisor works cross-functionally with Quality Assurance, Field Operations, and Executive Leadership to ensure all contractual obligations are met while maintaining the highest standards of professionalism, ethical conduct, and Veteran-focused service. 

 

Essential Duties and Responsibilities:

1. Operational & Contract Oversight 

• Ensure all open orders are actively managed and accurately reported. 

• Oversee OMNI Channel order intake to ensure accuracy, completeness, and compliance with contractual SLAs. 

• Ensure all SLA requirements for Order Intake and Dispatch/Logistics are consistently met in accordance with contractual obligations. 

• Manage logistics and deliveries for all Oxygen contracts. 

• Monitor daily workflows to ensure timely processing of calls, oxygen orders, and follow-ups. 

• Identify operational risks, workflow inefficiencies, and service gaps and implement corrective action as needed.

• Handle all company-wide escalations related to Oxygen Operations Customer Service. 

• Work directly with Field Operations on route efficiency and maximizing technician routes and schedules. 

• Assist with ADHOC after-hours emergencies (24/7/365), supporting both internal teams and VA partners as needed. 

2. QASP & SLA Performance Management 

• Monitor QASP Customer Service metrics across all home oxygen contracts. 

• Work directly with the Quality Assurance department to review SLA performance and implement corrective actions. 

• Conduct monthly QA review meetings with documented actionable improvement plans. 

• Conduct weekly and/or monthly one-on-one meetings with employees to review dispatch, order intake, and contract-related performance metrics. 

• Ensure reporting accuracy and preparedness for VA performance reviews and site visits. 

3. Leadership & Staff Oversight 

• Oversee all Oxygen Customer Service employees and operations. 

• Directly supervise, coach, mentor, and evaluate Customer Service and Dispatch personnel. 

• Approve timecards and PTO requests while ensuring proper staffing coverage and SLA compliance. 

• Provide employee training for Logistics and Dispatch teams related to recurring and new oxygen appointments. 

• Uphold and enforce professional ethics, conduct standards, and decorum within the call center environment. 

• Set clear expectations for professionalism, accountability, attendance, and performance. 

• Address performance, attendance, and conduct issues in accordance with company policy. 

• Foster a high-performance, accountable, and Veteran-focused team culture in a fast-paced and continuously growing environment. 

4. Call Center & Service Level Management 

• Ensure phones are answered consistently during operating hours with minimal call abandonment. 

• Monitor call volume, response times, and workforce allocation to maintain service standards. 

• Adjust staffing and coverage in real time to meet operational demand. 

5. Compliance, Travel & Site Engagement 

• Ensure adherence to VA contract requirements, internal SOPs, and quality standards. 

• Support audits, compliance reviews, and performance reporting requirements. 

• Conduct quarterly site visits with VA facilities within VISN20. 

• Participate in quarterly and/or bi-annual travel to Headquarters in Palm Springs for operational alignment and leadership collaboration. 

Required Qualifications:

• Minimum of five (5) years of experience in Customer Service Management and/or Supervisory leadership, preferably in a call center or healthcare operations environment. 

• Demonstrated experience managing personnel, performance, scheduling, and operational accountability. 

• Experience managing logistics, dispatch operations, or service-based workflows. 

• Experience approving timecards and managing PTO in coverage-sensitive environments. 

• Strong understanding of SLA-driven contracts and KPI performance oversight. 

• Ability to manage multiple priorities in a fast-paced, high-volume environment. 

Preferred Qualifications:

• Experience working within a VA Government Contractor environment.
• Experience supporting home oxygen or durable medical equipment operations.
• Salesforce experience (order management, reporting, dashboards).
• Familiarity with OMNI Channel workflows.
• Experience managing QASP metrics and SLA compliance.

Work Expectations :

This position requires the ability to operate in a fast-paced and continuously growing environment. The Oxygen Operations Supervisor is expected to exercise sound judgment, maintain confidentiality, and represent the organization professionally in all internal and external interactions.

The duties and responsibilities outlined above are intended to describe the general nature and level of work being performed. This position’s expectations and job duties include, but are not limited to, the responsibilities listed within this agreement. The Company reserves the right to modify, add, or remove duties as operational or contractual needs evolve.

Work Location:

• On-Site in Palm Springs, FL corporate office

Job Type:

• Full-time

Salary:

• $60k-$70k

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8-hour shift
• Monday to Friday

Monday to Friday
8a to 4:30p
40 per week