Position Summary
We are seeking a detail-oriented and experienced Call Center Supervisor to oversee a team of Intake and Outbound Representatives handling sensitive, high-volume claimant interactions. The Supervisor will be responsible for ensuring quality, compliance, team performance, and client satisfaction, while supporting daily operations and coaching a team of 10–15 agents.
Key Responsibilities
Team Management & Daily Operations
Supervise, schedule, and support a team of 10–15 Call Center Representatives.
Monitor call queues, response times, and service level metrics in real time.
Ensure appropriate coverage during high-volume spikes or time-sensitive campaigns.
Serve as the first point of escalation for challenging or sensitive calls.
Performance Management
Track and review agent productivity, attendance, and call metrics.
Provide coaching, feedback, and recognition to team members.
Assist with onboarding and training reinforcement for new hires.
Process & Workflow Oversight
Enforce consistent use of scripts, intake protocols, and CRM documentation standards.
Recommend improvements to workflows, escalation processes, and call handling.
Cross-Department Collaboration
Communicate campaign-specific updates, process changes, or urgent instructions across teams.
Partner with leadership and technical support to resolve operational issues.
Required Qualifications
1–3 years of experience in a call center supervisory role.
Experience in high-volume, compliance-driven environments strongly preferred.
Strong understanding of call center KPIs and performance metrics.
Excellent communication, coaching, and problem-solving skills.
Familiarity with call center systems such as dialers, CRMs, and e-signature platforms.
Bilingual (Spanish) skills are a plus.