Call Center Supervisor - DC
About The Position
The Call Center Supervisor leads Call Center staff in accordance with company policies and procedures and partners with management to achieve operational goals, contractual compliance, and service excellence. The role is responsible for hiring, training, coaching, and motivating Call Center representatives to provide exceptional service, resolve beneficiary inquiries and complaints, and meet performance, quality, and customer satisfaction objectives. The supervisor monitors team performance, provides ongoing feedback and development, and fosters a positive, high-performing work environment focused on continuous improvement and member support. This position is on-site in the District of Columbia. The supervisor also manages staff scheduling and coordinates with the Call Center Manager and other supervisors to support service-level goals and cohesive operations.
Requirements
- Associate degree from an accredited college in Communications, Management, Health Administration, or a related field.
- Three years of experience providing coaching and quality assurance monitoring for frontline agents.
- Three years of experience in a call center leadership role overseeing staff performance, quality assurance, and daily operations.
- Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
- Knowledge of telephone call center technologies, such as ACD, CRM, NICE, and IEX systems.
- Strong leadership and interpersonal communication skills, and the ability to work well with people.
- Exceptional organization and time-management skills, including documentation.
- Positive attitude, good judgment, and strong work ethic.
- Strong computer skills.
Responsibilities
- Ensure adherence to Call Center policies and procedures.
- Ensure calls are handled efficiently, accurately, and in a timely manner.
- Assist staff in resolving complaints and escalated calls.
- Coach and mentor staff to achieve optimum performance.
- Monitor personnel performance and participate in employee performance reviews.
- Schedule staff, including training and retraining, vacations, breaks, overtime assignments, coverage for absent employees, and shift rotations.
- Work with the Call Center Manager to analyze call center volume and recommend staffing levels to meet Grade of Service goals.
- Coordinate with other supervisors to ensure the Call Center operates as a cohesive unit and meets performance goals.
- Complete human resources paperwork.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
