Call Center Supervisor

Pinnacle Fertility•Scottsdale, AZ

10d•Onsite

About The Position

The Call Center Supervisor is an ideal opportunity for those seeking to be an integral part of a fertility patient’s journey towards becoming a parent. If you are customer service minded, compassionate, enjoy a fast-paced environment with a variety of duties, then this is role for you. The Call Center Supervisor position at Pinnacle will allow you to engage with the patient throughout their journey while working closely with a multidisciplinary team to provide excellent patient care. We are seeking a Call Center Supervisor to join our dedicated team at Pinnacle Fertility in Scottsdale, AZ. This is a full-time position onsite position.

Requirements

5+ years of experience in a call center environment required
2+ years in a supervisory role, preferably in customer or patient-facing support required
1 year of healthcare experience preferred
Strong problem-solving skills, calm under pressure, with a focus on patient satisfaction.
Proven leadership skills in team development, mentoring, and performance management.
Familiarity with call center technology and tools preferred

Responsibilities

Lead and manage both domestic and international call center teams to ensure alignment with company goals and service standards.
Monitor performance, coach agents, and conduct regular quality audits for continuous improvement.
Track KPIs and manage reporting, ensuring targets are met and customer satisfaction remains high.
Oversee script development, agent training, and ongoing coaching to enhance customer interactions and drive conversions.
Act as the main escalation contact, resolving issues and maintaining compliance with data privacy laws and company guidelines.
Coordinate across time zones for seamless operations and collaborate with internal teams for consistent messaging and solutions.