Call Center Supervisor
About The Position
Milestone Addiction Treatment is a growing behavioral healthcare organization providing substance use disorder and mental health treatment across multiple locations throughout the United States. We are seeking an experienced Call Center Supervisor to lead the day-to-day performance of our admissions call center. This individual will oversee Admissions Coordinators and help ensure the team is converting opportunities into admissions while delivering an exceptional experience to prospective clients and families. This role requires direct call center experience, including experience leading, supervising, or coaching call center teams. Experience within substance use treatment, mental health, behavioral healthcare, or healthcare admissions is strongly preferred.
Requirements
- Direct call center experience is required.
- Experience supervising, leading, coaching, or developing employees in a high-volume call center environment.
- Strong understanding of sales conversion, pipeline management, lead management, and performance coaching.
- Experience working against measurable KPIs, conversion goals, and revenue or admissions targets.
- Strong analytical skills with the ability to use performance data to identify problems and drive improvement.
- Experience with CRM and call center technology; Salesforce experience preferred.
- Strong coaching, leadership, and performance-management skills.
- Ability to hold people accountable while maintaining an engaged and motivated team.
- Excellent communication, organization, and problem-solving skills.
- Comfortable operating in a fast-paced environment where priorities and call volume can change quickly.
Nice To Haves
- Substance use disorder treatment, mental health, behavioral health, or healthcare admissions experience.
- High-volume inbound sales or admissions call center experience.
- Call monitoring, quality assurance, sales coaching, and conversion optimization.
- Building or improving call center processes, scripts, training programs, and performance dashboards.
Responsibilities
- Lead the day-to-day performance and workflow of Milestone's admissions call center.
- Supervise, coach, and develop Admissions Coordinators to improve individual and team performance.
- Establish clear expectations around conversion, speed-to-lead, follow-up, call quality, pipeline management, and admissions performance.
- Monitor call center KPIs and identify trends, performance gaps, and opportunities for improvement.
- Review calls and provide actionable coaching around rapport, objection handling, urgency, closing, and prospective client experience.
- Ensure leads are distributed, contacted, followed up on, and managed effectively.
- Monitor staffing, scheduling, call volume, and coverage to maintain appropriate responsiveness.
- Ensure consistent CRM usage and strong pipeline and documentation discipline.
- Help develop and improve call center processes, scripts, workflows, training, and performance standards.
- Partner closely with the Director of Admissions to establish goals, evaluate performance, and execute admissions strategies.
- Build a culture of accountability, urgency, teamwork, competition, and compassion.
Benefits
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Paid time off
- Professional development opportunities
- Career advancement within a growing national organization
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
