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Call Center Supervisor
This position is fully remote
Position Summary
The Call Center Supervisor is responsible for leading daily call center operations with a primary focus on driving performance outcomes, achieving required metrics, and ensuring operational effectiveness. This role is accountable for ensuring the team consistently meets or exceeds service level agreements (SLAs), member engagement targets, quality standards, and productivity expectations.
The Supervisor utilizes data, real-time monitoring, and structured coaching to drive performance, improve workflows, and ensure efficient use of resources. This role balances oversight with operational leadership, ensuring that member needs are appropriately identified, escalated, and addressed while maintaining a high-performing, metrics-driven environment.
Essential Functions
Operational Leadership & Metrics Accountability
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Own and drive performance against key metrics, including:
- Member engagement rate
- Call volume and outreach productivity
- Referral processing timeliness
- SLA adherence
- Quality and compliance scores
- Monitor real-time and historical performance data to identify trends, gaps, and opportunities.
- Implement corrective actions to address underperformance at both the individual and team level.
- Ensure effective workload distribution and staffing alignment to meet operational demands.
- Step in to support call volume as needed to maintain service levels.
Performance Management & Coaching
- Provide daily, hands-on supervision of call center staff with a focus on accountability and results.
- Conduct regular 1:1 coaching sessions tied directly to performance metrics and quality outcomes.
- Develop and execute performance plans when expectations are not met.
- Complete formal performance evaluations aligned with measurable goals.
- Reinforce a high-performance culture with clear expectations and consistent follow-through.
Quality, Compliance Oversight
- Ensure all staff adhere to protocols, workflows, and escalation procedures.
- Review call documentation and interactions to ensure accuracy, completeness, and compliance.
- Conduct routine quality audits and provide actionable feedback.
- Maintain compliance with HIPAA, CCNC policies, and contractual requirements.
- Serve as a resource for guidance and appropriate escalation to care management teams.
Workflow Optimization & Process Improvement
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Identify inefficiencies in workflows and implement solutions to improve:
- Productivity
- Member outcomes
- Operational consistency
- Partner with leadership to design and implement new processes, technologies, and programs.
- Utilize data and frontline insights to continuously improve call center operations.
Communication & Coordination
- Serve as the subject matter expert and lead the development and enforcement of defined escalation pathways for operational and member-related issues.
- Communicate performance expectations, updates, and organizational priorities clearly.
- Facilitate team meetings and ensure alignment across staff and leadership.
- Collaborate with Care Management, HR, Finance, and other stakeholders to meet program goals.
Administrative Oversight
- Approve timekeeping, schedules, and related administrative functions.
- Ensure appropriate staffing coverage to meet operational needs.
- Monitor attendance, adherence, and productivity.
- Support budget-conscious staffing and resource allocation decisions.
Qualifications
- High School Diploma or GED required; Associate’s or Bachelor’s degree preferred
- Minimum 3–5 years call center experience, preferably in healthcare, managed care, or a related field
- Minimum 1–2 years of supervisory or team leadership experience required
- Experience managing metrics-driven performance environments
- Experience with call center systems, CRM platforms, or care management systems preferred
- Bilingual preferred
Knowledge, Skills, and Abilities
- Strong performance management and coaching skills
- Highly data-driven with the ability to analyze and act on performance metrics
- Excellent communication and interpersonal skills
- Strong organizational and time management skills
- Ability to manage high-volume, fast-paced environments
- Critical thinking and problem-solving ability
- Ability to enforce accountability while maintaining team engagement
- Knowledge of call center operations, workflows, and service standards
- Adaptability and ability to lead through change
Working Conditions
- Remote work environment with frequent computer and phone use
- High-volume, fast-paced operational setting
- Prolonged sitting and repetitive motion
- The environment may be intense due to performance expectations and workload volume
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