EBO/Call Center Supervisor - Charlotte

1 day ago Be among the first 25 applicants Meduit | Driving Revenue Cycle Performance provided pay range This range is provided by Meduit | Driving Revenue Cycle Performance. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $50,000.00/yr - $55,000.00/yr Additional compensation types Annual Bonus Direct message the job poster from Meduit | Driving Revenue Cycle Performance Corporate and Leadership Recruiter @ Meduit Overview: The EBO (Extended Back Office) Supervisor is responsible for overseeing daily operations, ensuring team productivity, and maintaining high-quality service standards. This role includes monitoring performance metrics, coaching team members, handling escalations, and enforcing company policies. This role requires a proactive leader with strong communication skills, the ability to manage a high-performing team, and a commitment to delivering exceptional customer service. Key Responsibilities: Production & Performance Tracking: Monitor daily production metrics, including call volume and system usage, and communicate updates to the team. Track and report key performance indicators (KPIs) such as calls handled, system time, and overall team performance. Provide daily production updates to the Director/Manager. Quality Assurance & Coaching: Conduct daily call monitoring to assess performance, provide coaching, and identify training needs. Complete agent coaching and feedback sessions. Offer real-time guidance and de-escalation techniques to assist agents in challenging situations. Identify and escalate training needs to the Director/Manager. Team Supervision & Development: Ensure all team members have the necessary tools and resources. Track and document agent attendance, breaks, and lunch periods. Address disciplinary and coaching matters promptly, documenting and escalating as needed. Monitor underperforming agents and implement improvement plans, providing weekly updates to leadership. Escalations & Customer Support: Handle escalated customer calls and support agents as needed. Serve as a point of escalation for complex account issues. Administrative & Operational Duties: Conduct interviews for new hires. Review and respond to agent emails. Uphold and enforce company policies and procedures. Perform additional duties as assigned. Handle an average of 40 calls per day. Maintain an average of 7 hours of system time per day. Achieve a Quality Monitoring (QM) score of 89% or higher each month. Provide regular updates on team performance and attendance to leadership. Meduit is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, age, national origin, disability, military status, genetic information, sexual orientation, marital status, domestic violence victim status, or other protected classes. #J-18808-Ljbffr Meduit | Driving Revenue Cycle Performance