Call Center Supervisor - WI

Call Center Supervisor

LOCATION: On-site in Madison, WI

POSITION IS CONTINGENT UPON AWARD OF CONTRACT

SUMMARY:

Supervises and develops frontline call center staff in accordance with company policies, procedures, contractual requirements, and performance standards. Partners with management to achieve operational objectives, contractual compliance, service-level expectations, and quality outcomes. Oversees daily team performance, coaching, workforce utilization, employee development, and escalation resolution to ensure exceptional service delivery for members, providers, and clients while maintaining a productive and engaged work environment.

ESSENTIAL FUNCTIONS

• Ensure compliance with Call Center policies, procedures, contractual requirements, confidentiality standards, and established operational practices.
• Supervise daily staff performance to ensure calls are handled efficiently, accurately, professionally, and within established service-level expectations.
• Monitor call quality, productivity, schedule adherence, and operational performance metrics; provide coaching, mentoring, documented feedback, and targeted retraining to maximize employee performance and development.
• Assist staff in resolving member and provider concerns, complaints, and escalated calls; coordinate service recovery efforts with dispatch and transportation operations as needed.
• Manage workforce scheduling activities, including employee training and retraining, vacations, breaks, overtime assignments, shift rotations, coverage planning, and staffing for absences.
• Partner with the Call Center Manager to analyze call volume, workload trends, and operational demands; recommend staffing adjustments necessary to achieve service-level and performance goals.
• Maintain operational readiness by reinforcing approved scripts, documentation standards, quality requirements, and customer service expectations.

• Communicate and collaborate with Call Center leadership and other supervisors to ensure consistent operations, effective resource utilization, and achievement of departmental objectives.
• Participate in employee performance evaluations and complete required human resources documentation in a timely and accurate manner.
• Perform other duties and responsibilities as assigned.

REQUIRED SKILLS AND ABILITIES

• Ability to work well with people. Strong leadership skills.
• Exceptional organization and time management skills.
• Positive attitude, good judgment, and strong work ethic.
• Demonstrate excellent interpersonal communication skills.
• Strong computer skills. Proficiency and speed working in all Microsoft Office products.
• Strong organizational skills, including time management and documentation.
• Knowledge of telephone call center systems.

QUALIFICATION

• Associate degree from an accredited college or university and/or commensurate experience in the areas of call center supervisory position.
• Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).
• Previous supervisory experience preferred; at least two or more years of Customer Service experience in a Call Center environment.