Call Center Supervisor

SafeRide Health•San Antonio, TX

17h•Onsite

About The Position

We are looking for an experienced Call Center Supervisor to lead our growing call center team in San Antonio, TX! The ideal candidate brings strong call center leadership experience, a data-driven approach to performance management, and comfort using modern technology and AI-powered tools to drive better outcomes.

Requirements

High school diploma or equivalent
Minimum of three (3) years of call center experience, including at least one (1) year in a lead or supervisory role
Demonstrated experience analyzing call reporting data and identifying trends to drive operational and quality improvements
Demonstrated, solution-focused call center experience with a track record of resolving issues and improving the member experience
Demonstrated experience coaching, developing, and managing performance of a team in a fast-paced operational environment
Comfort working with data and a willingness to use, and learn, AI-driven technology and reporting tools
Must be able to pass criminal background record check
Must be legally authorized to work in the US without current or future sponsorship.

Nice To Haves

Bachelor’s degree preferred
Experience with AI-powered call center technology (e.g., speech analytics, AI quality monitoring, chatbots or virtual agents)
Experience with workforce management, scheduling, and QA tools
Knowledge of the healthcare or non-emergency medical transportation (NEMT) industry
Bilingual Spanish

Responsibilities

Lead, coach, and develop a team of Call Center Representatives, fostering a culture of accountability, service excellence, and continuous improvement
Oversee daily call center operations, ensuring coverage, productivity, and adherence to standard operating procedures across all shifts
Monitor call reporting dashboards and team performance against key performance indicators (e.g., average handle time, first-call resolution, quality scores, on-time performance), intervening when metrics fall below standard
Serve as the escalation point for complex or high-impact calls, resolving issues with a solution-focused approach that balances member/customer needs with operational goals
Analyze call reporting and performance data to identify trends, root causes, and opportunities for process improvement, and lead initiatives to act on those findings
Champion the use of data-driven decision-making and AI-enabled tools and technology (e.g., speech/interaction analytics, AI-assisted quality monitoring, workforce management platforms) to improve efficiency, quality, and member experience
Manage team scheduling, shift coverage, timekeeping, and PTO to maintain uninterrupted call center operations
Conduct quality assurance reviews, one-on-ones, and performance evaluations; deliver coaching, development plans, and corrective action in partnership with leadership and HR
Onboard and train new Call Center Representatives and maintain up-to-date training materials and SOPs
Report on team KPIs, staffing, and operational issues to operations leadership
Collaborate cross-functionally with Network Management, Provider Relations, and other internal teams
Other duties as assigned