Onsite Call Center Supervisor

Qualfon • Casselberry, FL

5d • Onsite

About The Position

As a Contact Center Supervisor at Qualfon, you will lead a team of contact center associates and support performance, employee engagement and development, and client satisfaction. The position emphasizes three leadership dimensions: Mentor, Manager, and Messenger, while upholding Qualfon’s STRIDES values and four agreements.

The description also identifies responsibilities related to leading a specialty pediatric nutrition program, including intake, insurance navigation, care coordination, DME fulfillment, enteral nutrition, and medical foods. It calls for managing cross-functional teams, maintaining partnerships with suppliers, payers, and clinical stakeholders, monitoring program KPIs, driving operational improvements, and ensuring compliance with regulatory, privacy, and quality standards.

As a Mentor, the supervisor coaches and develops team members, provides regular feedback, supports skill development, and follows coaching, QPM, and PIP policies. As a Manager, the supervisor monitors client and internal KPIs, supports root cause analysis and quality improvement, reviews interactions and adherence to scripts, and maintains coaching scorecards. As a Messenger, the supervisor communicates updates, conducts team meetings and huddles, shares KPI updates and coaching logs, promotes collaboration, and represents the team to senior management.

Requirements

• High school diploma or GED required.
• Must be at least 18 years of age.
• At least 2 years of leadership in customer service experience.
• 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 experience preferred.
• Healthcare experience preferred.

Responsibilities

• Lead and scale a specialty pediatric nutrition program supporting children with complex nutrition needs.
• Own program operations across intake, insurance navigation, care coordination, and DME fulfillment.
• Manage and coach Intake Processors, Insurance Specialists, Case Managers, and contact center associates.
• 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 agents, support their growth, and facilitate skill development.
• Attend to client and internal KPIs, including attendance and attrition.
• Assist Quality Assurance Review in root cause analysis and participate in team performance improvement activities.
• Analyze workflows to improve efficiency and customer satisfaction.
• Monitor interactions, ensure adherence to scripts, and provide constructive feedback.
• Update and maintain coaching scorecards.
• Conduct regular 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED