Call Center Supervisor

Cobb Professional Services Inc

Job Description
Cobb Professional Services is seeking a Call Center Supervisor to lead daily call center operations and support a team of customer service representatives. The supervisor will coach agents, monitor service quality and performance, resolve escalated customer concerns, and help the team deliver a consistent customer experience.

Key Responsibilities

Lead daily floor operations, including monitoring call queues, staffing coverage, schedules, attendance, and adherence to procedures.
Assist with hiring, onboarding, training, and developing call center agents.
Listen to calls, review work quality, and provide timely one-on-one coaching and performance feedback.
Track and analyze key performance measures, including average handle time (AHT), customer satisfaction (CSAT), first-call resolution (FCR), and call abandonment rates.
Handle escalated customer calls with professionalism, sound judgment, and a focus on resolution.
Identify service trends and recommend improvements to workflows, training, and the customer experience.
Prepare regular performance and productivity reports for management.
Communicate expectations clearly and help build a supportive, accountable team environment.

Qualifications

Experience supervising a call center or customer service team, or substantial frontline customer service experience with demonstrated leadership responsibilities.
Strong verbal communication, active listening, coaching, and conflict-resolution skills.
Ability to make sound decisions and remain composed in a fast-paced environment.
Familiarity with call center phone systems, customer relationship management (CRM) software, and performance reporting tools.
Ability to interpret performance data and turn findings into practical coaching or operational improvements.
High school diploma or equivalent required; a degree in business or a related field is preferred.

Apply

If you enjoy developing people, solving customer problems, and keeping a busy service team on track, we encourage you to apply!

Requirements

High school diploma or equivalent.
At least 3 years of experience in a call center, contact center, patient access, or comparable customer service environment.
At least 1 year of experience supervising, serving as a team lead, or formally coaching customer service staff.
Experience monitoring call quality and performance measures such as average handle time, customer satisfaction, first-call resolution, and call abandonment.
Experience managing escalated customer concerns, schedules, attendance, and daily staffing coverage.
Proficiency with call center phone systems, customer relationship management (CRM) software, and standard reporting tools.
Strong communication, coaching, problem-solving, and organizational skills.

Preferred Qualifications

Associate's or bachelor's degree in business, healthcare administration, management, or a related field.
At least 2 years of supervisory experience in a hospital, healthcare contact center, patient access department, or medical scheduling operation.
Familiarity with electronic health records (EHR) and patient scheduling systems.
Experience handling sensitive patient information and following applicable privacy policies.
Experience improving team performance through call reviews, training, and individual coaching plans.

Apply

Vacancy posted 3 days ago

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