Contact Center Retention Supervisor

Nsight Health

3d•Remote

About The Position

The Retention Supervisor at Nsight Health leads a team of retention agents working across high-stakes, high-volume call campaigns in a healthcare contact center environment. This is not a passive supervisory role. The team operates at a fast pace, and the right leader earns respect quickly by showing up with authority, consistency, and the ability to coach in real time. You will own your team's performance, culture, and development from day one. Nsight Health is an AI-forward organization, and this role is expected to actively use and champion AI tools as part of how we operate, coach, and improve every day.

Requirements

2 or more years in a supervisory role within a contact center or high-volume customer service environment
Direct experience managing agents in a retention, high risk, or escalation-based call environment strongly preferred
Demonstrated ability to lead a team with strong or assertive personalities without losing authority or consistency
Proven track record of owning team performance metrics and closing gaps with minimal hand-holding from above
Comfortable operating in a fast-moving environment where processes evolve and expectations are high
Strong communicator who keeps agents informed, keeps leadership in the loop, and doesn't let things fall through the cracks
Hands-on experience using AI tools in a contact center context — conversation intelligence platforms, Auto QA, AI-assisted coaching, or similar — is strongly preferred
Candidates who have actively used AI to improve team performance, reduce manual review burden, or enhance coaching quality will stand out
Comfort adopting new technology quickly and a willingness to help agents do the same is expected, not optional
Experience with CRM and dialer platforms; PRVNT or similar healthcare CRM a plus
Familiarity with QA scoring frameworks, infraction processes, and dispute workflows is a plus

Nice To Haves

Direct experience managing agents in a retention, high risk, or escalation-based call environment
Hands-on experience using AI tools in a contact center context — conversation intelligence platforms, Auto QA, AI-assisted coaching, or similar
Experience with PRVNT or similar healthcare CRM
Familiarity with QA scoring frameworks, infraction processes, and dispute workflows

Responsibilities

Directly supervise, coach, and hold accountable a team of retention agents across multiple campaign types including high risk retention
Establish yourself as the first point of contact for your agents — questions, escalations, and concerns route through you, not around you
Deliver structured coaching sessions and regular performance conversations with documentation
Build a team culture where agents are clear on expectations, processes, and standards at all times
Leverage AI-assisted tools for call monitoring, performance trending, and coaching prep to increase the quality and frequency of meaningful agent interactions
Monitor daily activity across calls, queues, and campaign performance, and take action when things drift
Handle escalated patient and agent issues efficiently without needing to escalate upward for routine problems
Ensure strict adherence to QA standards, PI verification requirements, and Nsight policies on every call type — not just the ones being actively graded
Partner with QA, WFM, and Contact Center leadership to stay ahead of process changes and communicate them clearly to your team
Use AI conversation intelligence platforms to identify coaching opportunities, track script adherence trends, and flag compliance risks before they become infractions
Own your team's KPIs: retention rates, call handling time, ACW, occupancy, and QA scores
Identify performance gaps early and execute corrective action with or without being prompted
Track trends and bring data to leadership conversations rather than waiting to be asked
Use AI-generated insights and reporting to supplement your own observations and build a fuller picture of team performance
Keep leadership informed proactively — not reactively
Ensure your team understands policy changes before they go into effect, not after
Maintain documentation on coaching, performance conversations, and any corrective actions taken
Apply AI tools to streamline documentation, summarize call reviews, and support consistent record-keeping across your team