Contact Center Supervisor

Role Summary

The Contact Center Supervisor is responsible for overseeing daily contact center operations, ensuring service levels, quality standards, compliance requirements, and participant experience expectations are consistently met. This role directly supervises Contact Center Representatives and serves as the primary escalation point for complex participant and employer inquiries.

Key Responsibilities

• Supervise on-shore Contact Center Representatives (CSRs) and support day-to-day activities of on-shore and off-shore CSRs handling calls and emails related to HSAs, FSAs, HRAs, COBRA, and other benefit plans.
• Monitor and manage performance metrics including AHT, accuracy, quality scores, call volume, and SLA adherence.
• Conduct call listening, email reviews, and quality audits for coaching, training, and performance management purposes.
• Handle escalated participant and employer issues requiring advanced knowledge or judgment.
• Support workforce planning, scheduling, coverage management, and workload balancing.
• Ensure adherence to scripts, SOPs, HIPAA requirements, and IRS regulations.
• Attend all Product Enhancement review meetings to identify impacts to processes supported by team and make appropriate updates to procedures, workflows, etc.Partner with Training, Product, and Operations leadership to improve processes, tools, and customer experience.
• Serve as back-up to the Client Operations Supervisor
• Other duties as assigned

Required Qualifications

• 3-5 years of contact center or customer service operations experience.
• Prior supervisory or team lead experience strongly preferred.
• Strong coaching, communication, and documentation skills.
• Comfort working with performance metrics and operational reporting.
• Must be able to pass a background check.

Preferred Qualifications

• College coursework or degree in business, healthcare, accounting, or a related field.
• Working knowledge of FSAs, HSAs, HRAs, COBRA, and other pre-tax benefit plans.
• Familiarity with HIPAA compliance and IRS regulations.

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• call center supervisor: 3 years (Preferred)

Work Location: Remote