Oxford Solutions is seeking an experienced Customer Support Supervisor for a direct hire, onsite opportunity with a growing organization in the healthcare services sector. This role will lead a team of customer-facing support specialists and help oversee daily call center operations, service levels, workflow management, and team performance.
The ideal candidate will have prior leadership experience within a call center environment and a strong track record of coaching teams, monitoring performance metrics, and improving customer service operations. Healthcare or pharmacy experience is helpful but not required.
Responsibilities
- Lead, coach, and develop a team of customer support specialists
- Oversee daily call center operations to maintain service levels, productivity, and quality standards
- Monitor individual and team performance metrics and provide ongoing feedback and coaching
- Manage incoming queues, outstanding work, and team workflows to maintain appropriate coverage and response times
- Identify performance trends and recommend operational or process improvements
- Help establish and maintain clear performance expectations and accountability across the team
- Partner with internal departments on initiatives designed to improve customer experience, efficiency, and scalability
- Assist with staffing, scheduling, workload prioritization, and escalation management
- Support continued team growth while maintaining consistent service standards
Qualifications
- 3+ years of leadership or supervisory experience in a fast-paced environment
- Prior leadership experience within a call center environment is required
- 2+ years of customer service, call center, healthcare, pharmacy, or related experience
- Experience managing performance through KPIs, service levels, productivity metrics, or similar operational measures
- Strong coaching, communication, problem-solving, and organizational skills
- Ability to manage competing priorities and make sound decisions in a high-volume environment
- Associate's or Bachelor's degree in Business, Healthcare, Supply Chain, or a related field preferred; equivalent relevant experience will be considered
- High school diploma or GED required
Healthcare or pharmacy industry experience is a plus, but candidates with strong call center leadership experience from other industries are encouraged to apply.
Customer Support Supervisor - Call Center Operations - 26-00714
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