Call Center Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee call center personnel and manage their performance.

• Provide daily supervision of communicators and enforce performance standards.

• Mentor team members and facilitate individual growth.

• Conduct evaluations of employee performance.

• Participate in interviewing and training new hires.

• Address performance-related issues, including disciplinary actions and terminations.

• Monitor staffing levels effectively.

• Organize and deliver training programs.

• Develop and implement initiatives for teamwork and employee engagement.

• Supervise operations on the call floor.

• Deliver services that meet or exceed client KPIs while maintaining service levels.

• Ensure adherence to quality and compliance with policies and standard operating procedures.

• Manage call center operations in a financially responsible manner.

• Collaborate with internal teams to foster continuous quality improvement and client solutions.

• Monitor calls for adherence to scripts, call integrity, compliance with adverse events, HIPAA regulations, and proper phone techniques.

• Develop contingency plans for adequate coverage and act as a backup for inbound/outbound calls.

• Analyze call metrics, productivity reports, and database analytics; share insights and recommendations with Business Unit Leadership.

• Oversee requests from alternative channels including email, voicemail, and white mail.

• Assist in modifying programs and scheduling special call initiatives.

• Contribute to the development and implementation of new client programs.

• Participate in quality improvement initiatives.

• Formulate policies and procedures for the contact center.

• Ensure the protection of patient privacy and confidentiality.

⛳️ Requirements

• Valid RN or Pharmacist license.

• Minimum of five years' experience in a supervisory role within a Call Center, preferably as a Team Lead or Supervisor, or equivalent experience.

• General knowledge of call management systems, such as CentreVuSupervisor.

• Proficient in Word, Excel, PowerPoint, Outlook, and Avaya CMS.

• Exceptional customer service, communication, and interpersonal skills.

• Capability to train and motivate team members.

• Must protect patient privacy and confidentiality in accordance with HIPAA regulations.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision insurance.

• Accrued paid time off.

• 401(k) plan with company matching.

• Disability and life insurance coverage.

• Paid maternity and paternity leave.

• Company-paid holidays.

• Recognition programs, contests, and awards.

• Support for learning, leadership development, and career progression.

• Collaborative work culture.