Supervisor Contact Center

Systems Integration•Bethesda, MD

About The Position

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud‑based services, and managed IT solutions. We are seeking an experienced Call Center Operations Supervisor to oversee daily performance, service delivery, and staff management for a government contact center operating in a 24x7x365 environment in the healthcare/medical domain. This role provides direct supervision, ensures operational excellence, drives performance outcomes, and serves as a primary escalation point for complex customer issues. The Supervisor ensures consistent communication, accurate reporting, and alignment with organizational and contractual requirements.

Requirements

High school diploma or equivalent required; associate or bachelor's degree preferred.
Seven (7) or more years of call center experience, including at least five (5) years in a supervisory or management role within a high‑volume environment.
Demonstrated success supervising frontline customer service teams, preferably within a medical, healthcare, or regulated service environment.
Strong understanding of call center operations, including call flows, KPIs, service levels, workforce management, and performance improvement strategies.
Proficiency with call center technologies such as ACD systems, CRM platforms, ticketing systems, call monitoring tools, and reporting dashboards.
Solid knowledge of HIPAA or other healthcare compliance requirements.
Proven ability to coach, mentor, and develop staff, including conducting performance reviews and corrective action when needed.
Strong analytical skills with the ability to interpret operational data, identify trends, and recommend actionable improvements.
Excellent communication and interpersonal skills, with the ability to motivate teams and collaborate across departments.
Strong problem‑solving abilities and the capacity to remain calm, professional, and effective during high‑pressure or high‑volume periods.
Commitment to delivering high‑quality customer service and maintaining strict process compliance.
Must be able to pass a federal background check going back 7 years without felonies.
Must be able to pass a federal credit check.

Responsibilities

Provide daily supervision, coaching, and performance management for call center staff, ensuring consistent adherence to service expectations.
Oversee call center operations to ensure service levels, productivity targets, and quality standards are consistently achieved.
Act as the primary escalation point for complex, sensitive, or high‑impact customer inquiries.
Monitor and manage team performance, attendance, schedule adherence, and compliance with operational guidelines.
Communicate operational updates, policy changes, and performance expectations clearly and consistently to staff.
Prepare detailed performance reports, analyze operational trends, and provide recommendations to management.
Ensure compliance with all procedures, regulatory requirements, and quality standards, including identifying and implementing process improvements.
Lead onboarding, training, and ongoing skill development for call center personnel.
Support workforce planning, scheduling, and resource allocation to maintain optimal coverage.
Foster a positive, professional, and high‑performance team culture.