Call Center Supervisor

Key Responsibilities

• Lead daily floor operations, including monitoring call queues, staffing coverage, schedules, attendance, and adherence to procedures.

• Assist with hiring, onboarding, training, and developing call center agents.

• Listen to calls, review work quality, and provide timely one-on-one coaching and performance feedback.

• Track and analyze key performance measures, including average handle time (AHT), customer satisfaction (CSAT), first-call resolution (FCR), and call abandonment rates.

• Handle escalated customer calls with professionalism, sound judgment, and a focus on resolution.

• Identify service trends and recommend improvements to workflows, training, and the customer experience.

• Prepare regular performance and productivity reports for management.

• Communicate expectations clearly and help build a supportive, accountable team environment.

Qualifications

• Experience supervising a call center or customer service team, or substantial frontline customer service experience with demonstrated leadership responsibilities.

• Strong verbal communication, active listening, coaching, and conflict-resolution skills.

• Ability to make sound decisions and remain composed in a fast-paced environment.

• Familiarity with call center phone systems, customer relationship management (CRM) software, and performance reporting tools.

• Ability to interpret performance data and turn findings into practical coaching or operational improvements.

• High school diploma or equivalent required; a degree in business or a related field is preferred.

If you enjoy developing people, solving customer problems, and keeping a busy service team on track, we encourage you to apply!

Requirements

• High school diploma or equivalent.

• At least 3 years of experience in a call center, contact center, patient access, or comparable customer service environment.

• At least 1 year of experience supervising, serving as a team lead, or formally coaching customer service staff.

• Experience monitoring call quality and performance measures such as average handle time, customer satisfaction, first-call resolution, and call abandonment.

• Experience managing escalated customer concerns, schedules, attendance, and daily staffing coverage.

• Proficiency with call center phone systems, customer relationship management (CRM) software, and standard reporting tools.

• Strong communication, coaching, problem-solving, and organizational skills.

Preferred Qualifications

• Associate’s or bachelor’s degree in business, healthcare administration, management, or a related field.

• At least 2 years of supervisory experience in a hospital, healthcare contact center, patient access department, or medical scheduling operation.

• Familiarity with electronic health records (EHR) and patient scheduling systems.

• Experience handling sensitive patient information and following applicable privacy policies.

• Experience improving team performance through call reviews, training, and individual coaching plans.