Call Center Supervisor Jobs

About The Position

Requirements

• Minimum three years of call center supervisory or management experience.
• Demonstrated ability to lead, motivate, and develop high-performing teams.
• Experience managing KPIs, attendance, adherence, quality, productivity, and customer service metrics.
• Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions.
• Excellent verbal and written communication skills, including the ability to provide constructive feedback and deliver training.
• Ability to manage multiple priorities, meet deadlines, and adapt in a fast-paced environment.
• Proven ability to maintain confidentiality and exercise sound judgment.
• Strong organizational skills with a proactive, accountable approach to leadership.
• Ability to work effectively with diverse teams and stakeholders.
• Proficiency in Microsoft Office Suite and other business applications.

Nice To Haves

• Call center supervisory or management experience supporting government programs, healthcare, Medicaid, or health and human services populations.
• Knowledge of Medicaid programs, medical claims processing, or healthcare customer service operations.
• Experience supporting public health, managed care, or human services programs.
• Familiarity with government contract environments and performance-based service delivery models.

Responsibilities

• Supervise, coach, and develop a team of call center agents to achieve performance, quality, and service goals.
• Make hiring, disciplinary, and termination decisions in accordance with company policies.
• Manage real-time performance, including attendance, schedule adherence, productivity, quality, and compliance metrics.
• Provide ongoing coaching, feedback, and training to improve agent performance and support professional development.
• Handle escalated customer inquiries and supervisor callback requests, ensuring timely and effective resolution.
• Review and approve agent timecards for accuracy and policy compliance.
• Monitor Real-Time Adherence (RTA) and staffing levels to maintain service levels and operational efficiency.
• Conduct call monitoring and quality reviews to identify coaching opportunities and ensure service excellence.
• Prepare and analyze daily, weekly, and monthly operational reports, identifying trends, risks, and improvement opportunities.
• Partner with leadership and support teams to drive continuous improvement initiatives and achieve program objectives.

Benefits

• Health and Welfare Benefits
• Retirement Savings
• Employee Discounts
• Career Growth Opportunities
• Paid Training
• Paid time off
• health insurance coverage
• voluntary dental and vision programs
• life and disability insurance
• a retirement savings plan
• paid holidays
• paid time off (PTO) or vacation and/or sick time