OSS Call Center In Office Supervisor

Quest Health Solutions LLC•Coral Springs, FL

5d•$50,000 - $65,000•Onsite

About The Position

We are seeking an experienced, results-driven Call Center Supervisor to lead an in-office team of 25+ sales agents focused on helping Medicare patients ages 65+ enroll in Continuous Glucose Monitoring (CGM) programs. This role is responsible for the day-to-day management of call center operations, agent performance, sales production, quality assurance, workforce management, and employee coaching. The ideal candidate is a hands-on leader who thrives in a high-volume sales environment and is passionate about developing people, improving performance, and driving results.

Requirements

1-2 years of Call Center Management or Supervisory experience.
2-3 years of Sales and Operations experience.
Experience managing teams in a high-volume outbound sales environment.
Proven success coaching agents to achieve performance goals and KPIs.
Experience with quality assurance programs and performance management.
Experience managing dialer systems and outbound calling campaigns.
Knowledge of attendance management, workforce planning, labor hours, and employee relations.
Strong leadership and coaching abilities
Excellent communication and interpersonal skills
Data-driven decision making
Problem-solving and conflict resolution
Time management and organizational skills
Ability to thrive in a fast-paced, goal-oriented environment
High level of accountability and professionalism

Nice To Haves

Experience in healthcare, Medicare, medical devices, DME, CGM, RPM, or related industries.
Familiarity with CRM systems, Five9, or similar call center platforms.
Experience analyzing call center reporting and performance dashboards.
Strong understanding of compliance-driven sales environments.

Responsibilities

Supervise, motivate, and develop a team of 25+ sales agents.
Conduct daily huddles, coaching sessions, and performance reviews.
Monitor and improve individual and team performance against established KPIs and sales goals.
Create action plans for underperforming agents and recognize top performers.
Foster a positive, accountable, and results-oriented culture.
Manage daily call center operations to ensure productivity and service level expectations are achieved.
Monitor staffing, schedules, attendance, and adherence.
Ensure proper call coverage and workforce management throughout operating hours.
Collaborate with leadership on operational improvements and growth initiatives.
Assist with onboarding and training of new team members.
Drive call center sales performance through coaching and accountability.
Monitor key metrics including: Sales conversions, Contact rates, Transfer rates, Appointment rates, Productivity metrics, Attendance and schedule adherence.
Identify performance trends and implement corrective actions when necessary.
Support achievement of monthly, quarterly, and annual sales goals.
Manage and optimize dialer performance and call routing strategies.
Monitor lead flow, campaign performance, and agent utilization.
Work with leadership to maximize outbound productivity and sales opportunities.
Assist with forecasting and staffing needs.
Conduct call monitoring and quality reviews.
Deliver actionable feedback and coaching based on QA findings.
Ensure compliance with company policies, Medicare-related requirements, and call center procedures.
Maintain documentation related to coaching, performance, and disciplinary actions.
Support HR-related processes including attendance management, coaching documentation, corrective actions, and policy enforcement.
Ensure compliance with labor laws, company policies, and scheduling requirements.
Partner with leadership and HR on employee development and engagement initiatives.