Onsite Call Center Supervisor
About The Position
As a Contact Center Supervisor at Qualfon, you will lead a team of contact center associates and support strong performance, employee engagement and development, and client satisfaction. The role encompasses mentoring, managing, and representing the team while upholding Qualfon’s STRIDES values: Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality, as well as its four agreements: Keep-Commitments, Add-Value, Move-Fast, and Spend-Wisely. The posting also describes leading and scaling a specialty pediatric nutrition program for children with complex nutrition needs. This includes overseeing operations across intake, insurance navigation, care coordination, and durable medical equipment fulfillment; managing cross-functional teams; maintaining external partnerships; and monitoring operational and family-experience outcomes. The supervisor coaches and develops team members, tracks client and internal KPIs, improves workflows and performance, monitors interactions for quality and adherence, and communicates updates and team needs across the organization. The role requires compliance with applicable regulatory, privacy, and quality standards.
Requirements
- High school diploma or GED.
- Must be at least 18 years of age.
- At least 2 years of leadership experience in customer service.
- Typing speed of 25 WPM with 90% accuracy.
- Strong, clear, caring, and professional communication skills.
- Solid computer skills, including MS Office and web navigation.
- Reliability, flexibility, and commitment to completing work correctly.
- Ability to thrive in a fast-paced, high-stress environment.
Nice To Haves
- Call center and/or healthcare experience is preferred.
Responsibilities
- Lead and scale a specialty pediatric nutrition program supporting children with complex nutrition needs.
- Own end-to-end program operations across intake, insurance navigation, care coordination, and DME fulfillment.
- Manage and coach Intake Processors, Insurance Specialists, and Case Managers.
- Build and maintain partnerships with DME suppliers, payers, and clinical stakeholders.
- Oversee workflows for enteral nutrition and medical foods.
- Monitor and address KPIs, including access timelines, authorization success, supply continuity, and family experience.
- Identify operational gaps and drive continuous improvement.
- Ensure compliance with regulatory, privacy, and quality standards.
- Provide ongoing coaching and guidance to contact center agents; comply with Coaching, QPM, and PIP policies and procedures.
- Support team members’ growth, provide regular feedback, and facilitate skill development.
- Attend to client and internal KPIs, including attendance and attrition.
- Assist Quality Assurance Review with root cause analysis and participate in activities to improve team performance.
- Analyze workflows and streamline processes to improve efficiency and customer satisfaction.
- Monitor interactions, ensure adherence to scripts, provide constructive feedback, and maintain coaching scorecards.
- Communicate across channels, conduct team meetings and huddles, and provide timely KPI updates and coaching logs.
- Promote transparent communication and collaboration, address concerns, and represent the team’s needs and successes to senior management.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
