Customer Support Supervisor

Customer Support Supervisor

Oxford Solutions is seeking an experienced Customer Support Supervisor for a direct hire, onsite opportunity with a growing organization in the healthcare services sector. This role will lead a team of customer-facing support specialists and help oversee daily call center operations, service levels, workflow management, and team performance.

The ideal candidate will have prior leadership experience within a call center environment and a strong track record of coaching teams, monitoring performance metrics, and improving customer service operations. Healthcare or pharmacy experience is helpful but not required.

Responsibilities

• Lead, coach, and develop a team of customer support specialists
• Oversee daily call center operations to maintain service levels, productivity, and quality standards
• Monitor individual and team performance metrics and provide ongoing feedback and coaching
• Manage incoming queues, outstanding work, and team workflows to maintain appropriate coverage and response times
• Identify performance trends and recommend operational or process improvements
• Help establish and maintain clear performance expectations and accountability across the team
• Partner with internal departments on initiatives designed to improve customer experience, efficiency, and scalability
• Assist with staffing, scheduling, workload prioritization, and escalation management
• Support continued team growth while maintaining consistent service standards

Qualifications

• 3+ years of leadership or supervisory experience in a fast-paced environment
• Prior leadership experience within a call center environment is required
• 2+ years of customer service, call center, healthcare, pharmacy, or related experience
• Experience managing performance through KPIs, service levels, productivity metrics, or similar operational measures
• Strong coaching, communication, problem-solving, and organizational skills
• Ability to manage competing priorities and make sound decisions in a high-volume environment
• Associate's or Bachelor's degree in Business, Healthcare, Supply Chain, or a related field preferred; equivalent relevant experience will be considered
• High school diploma or GED required

Healthcare or pharmacy industry experience is a plus, but candidates with strong call center leadership experience from other industries are encouraged to apply.