Contact Center Supervisor

Contact Center Supervisor
Medicaid Redetermination & Government Programs Enrollment
Reports To: Director, Contact Center
Location: Remote, Hybrid, or Onsite
FLSA Status: Non-Exempt
Azara Healthcare is a leading population health technology company, with deep roots in serving Medicaid providers. Working hand in hand with these mission-driven organizations that provide care to such complex patient populations has shaped our culture and values and has allowed us to expand into other provider and payer markets.
Azara Healthcare has an exciting fast-paced, collaborative environment and we are looking for the right person with the drive to grow with us!
Summary
The Contact Center Supervisor manages a team of Enrollment Specialists who serve as critical resources for members navigating eligibility, enrollment, renewal, and retention processes for Medicaid and other government-sponsored healthcare programs. This position provides day-to-day operational leadership, coaching, quality oversight, workforce management, and performance accountability to ensure exceptional member experiences, regulatory compliance, and achievement of enrollment and retention objectives.
The ideal candidate combines strong contact center leadership experience with healthcare enrollment expertise, regulatory knowledge, operational excellence, and a passion for helping vulnerable populations maintain access to healthcare coverage. This is a fast-paced, high volume contact center environment.
Duties and Responsibilities

• Supervise, coach, mentor, and develop a team of Enrollment Specialists who handle high-volume inbound and outbound calls.
• Conduct regular one-on-one meetings, performance evaluations, and development planning sessions.
• Support employee onboarding, training, cross-training, and knowledge transfer initiatives.
• Manage daily contact center operations to ensure achievement of service levels, productivity goals, quality standards, and member satisfaction objectives.
• Monitor call queues, staffing levels, adherence, and workforce utilization.
• Ensure adequate coverage during peak enrollment periods, renewal campaigns, and open enrollment seasons.
• Oversee team activities related to Medicaid, Medicare, or SNAP renewals, eligibility verification, enrollment assistance, and coverage retention efforts.
• Serve as an escalation point for members, providers, and internal stakeholders.
• Monitor and evaluate calls, case documentation, and enrollment activities to ensure compliance with organizational, federal, and state requirements.
• Communicate performance expectations and accountability measures; develop action plans to improve quality scores, enrollment outcomes, member satisfaction, and productivity.
• Monitor achievement of key performance indicators and service-level agreements.
• Lead team meetings to communicate operational updates, policy changes, and performance results.
• Assist with handling inbound and/or outbound calls when needed to achieve KPIs and SLAs.
• Mentor Team Lead, providing point of escalation and guidance for identified issues or concerns.

Required Qualifications

• High school diploma or GED required, Associate's or Bachelor's degree preferred.
• Minimum 3 years of customer service leadership experience in healthcare, insurance, government programs, social services, or contact center operations.
• Demonstrated experience leading teams in a high-volume healthcare, insurance, or government services environment.
• Experience managing performance metrics, quality assurance programs, and workforce operations.
• Proficiency with CRM platforms, enrollment systems, and Microsoft Office applications.
• Excellent verbal, written, and interpersonal communication skills.
• Experience supporting state Medicaid agencies, managed care organizations, health plans, healthcare providers, or enrollment vendors, preferred.

Benefits
Azara offers a full suite of medical plans, 401(k) plan, 11 company holidays, 4 weeks of paid time off and other benefits.
The salary range for this role is $55,000 to $65,000. Final offers for this position will be based upon several factors including the scope of the role, market compensation analysis, position requirements, candidate's experience level and capabilities, specific candidate geographic location, internal pay equity considerations and will be made within the parameters of the of Azara Healthcare's compensation framework and philosophy.