Call Center Supervisor, Outbound Operations - Urology

Aeroflow Career•Asheville, NC

1d•Hybrid

About The Position

Aeroflow Health is a leading provider of home medical equipment and clinical support services, helping patients across the country access the products and care they need to live healthier lives at home. They are recognized as one of the fastest-growing healthcare companies in the U.S., an Inc. 5000 honoree, and a certified Great Place to Work®. Aeroflow Health is seeking a Urology Supervisor to lead and manage a high-performing outbound call center team. This role is responsible for the daily supervision, coaching, and performance management of agents focused on contacting patients. In addition to day-to-day leadership, this role will leverage call center data, dialer insights, and operational metrics to improve team performance, workflow efficiency, and patient outcomes. A primary focus will be optimizing the team's use of the outbound dialer function to meet strategic contact and conversion goals. This opportunity is for a leader who enjoys balancing people management with operational improvement and data-driven decision making.

Requirements

Proven ability to lead and drive performance in a metric-driven outbound call center.
Strong coaching, mentoring, and team development skills.
Experience monitoring, utilizing, and optimizing an outbound dialer/ACD system.
Comfortable interpreting data, identifying trends, and using metrics to guide decisions.
Focused on analyzing and improving key performance indicators (KPIs).
Confident handling of complex team member issues and high-impact patient interactions.
Able to drive alignment and motivate team members.
Proactively identifies process gaps and takes ownership of solutions.
3+ years of experience in a high-volume call center environment.
1+ years of proven supervisor or management experience leading an outbound call center team.
Demonstrated experience managing or significantly utilizing an outbound dialer system (e.g., list strategy, compliance, monitoring).
Strong track record of achieving and exceeding team performance metrics (e.g., conversion, contact rate, adherence).
Experience reviewing reports, dashboards, KPIs, or call center metrics to drive performance improvements.
Strong analytical skills with the ability to interpret data and turn findings into action plans.
Excellent communication, organization, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced, evolving environment.

Nice To Haves

Experience in healthcare, DME, or insurance-based service environments.
Familiarity with incontinence, catheter, or ostomy workflows.
Experience supporting operational rollouts, process changes, or system implementations.
Experience working in a hybrid or rapidly scaling call center environment.
Experience with workforce management, reporting tools, dashboards, or call center analytics platforms.

Responsibilities

Lead, coach, and motivate a team of outbound call center agents to achieve daily, weekly, and monthly performance targets.
Manage the day-to-day operations of the outbound team, including scheduling, adherence, workflow, and resource allocation.
Monitor and optimize the performance of the outbound dialer function, including ensuring effective list management, high productivity, and compliance with calling regulations.
Analyze key performance indicators (KPIs) such as contact rates, conversion rates, talk time, quality scores, adherence, and productivity trends to develop strategies for improvement.
Review call center reports, dashboards, and operational data to identify trends, inefficiencies, and coaching opportunities.
Translate reporting insights into actionable improvements for staffing, workflows, call strategy, and employee development.
Review call dispositions and account follow-up activity to ensure correct actions are being taken and documented accurately.
Conduct regular 1:1 coaching, performance reviews, and implement corrective action plans as needed.
Serve as the escalation point for complex patient or agent issues, ensuring timely and effective resolution.
Develop, document, and maintain team-specific SOPs and reference materials to standardize agent performance.
Partner with Call Center Leadership to forecast staffing needs and contribute to operational strategy.
Support the implementation of new systems, reporting tools, technologies, and evolving workflows as the team grows.
Monitor adherence to internal policies, procedures, and compliance requirements.
Maintain HIPAA compliance and patient confidentiality at all times.
Ensure regular and reliable attendance as assigned by your schedule.
Ensure individual responsibility for knowledge of and compliance with laws, regulations, and policies.