Operations Supervisor

Call Center Operations Supervisor

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

Work Set Up: Onsite Biloxi

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