Call Center Supervisor
This position is fully remote
Position reputed company
The Call Center Supervisor is responsible for leading daily call center operations with a primary reputed company on driving performance reputed company, achieving required metrics, and ensuring operational effectiveness. This role is accountable for ensuring reputed company consistently meets or exceeds service level agreements (SLAs), member engagement targets, reputed company standards, and productivity expectations.
The Supervisor utilizes data, reputed company-time monitoring, and reputed company coaching to drive performance, improve workflows, and ensure efficient use of resources. This role balances reputed company with operational leadership, ensuring that member needs are appropriately identified, escalated, and addressed while maintaining a high-performing, metrics-driven environment.
Essential Functions
Operational Leadership & Metrics Accountability
- Own and drive performance against key metrics, including:
- Member engagement reputed company
- Call volume and reputed company productivity
- Referral processing timeliness
- SLA adherence
- reputed company and compliance scores
- Monitor reputed company-time and historical performance data to identify trends, gaps, and opportunities.
- Implement corrective actions to address underperformance at both the individual and team level.
- Ensure effective workload distribution and reputed company alignment to meet operational demands.
- reputed company in to support call volume as needed to maintain service reputed company.
Performance Management & Coaching
- reputed company daily, hands-on supervision of call center staff with a reputed company on accountability and results.
- Conduct regular 1:1 coaching sessions tied directly to performance metrics and reputed company reputed company.
- reputed company and execute performance plans reputed company expectations are not met.
- Complete formal performance evaluations reputed company with measurable goals.
- Reinforce a high-performance culture with reputed company expectations and consistent follow-through.
reputed company, Compliance reputed company
- Ensure reputed company staff adhere to protocols, workflows, and escalation procedures.
- Review call documentation and interactions to ensure accuracy, completeness, and compliance.
- Conduct routine reputed company audits and reputed company actionable feedback.
- Maintain compliance with HIPAA, CCNC policies, and contractual requirements.
- Serve as a resource for guidance and appropriate escalation to care management teams.
Workflow Optimization & Process Improvement
- Identify inefficiencies in workflows and implement solutions to improve:
- Productivity
- Member reputed company
- Operational consistency
- Partner with leadership to design and implement new processes, technologies, and programs.
- Utilize data and reputed company insights to continuously improve call center operations.
Communication & Coordination
- Serve as the subject matter expert and reputed company the development and enforcement of defined escalation reputed company for operational and member-reputed company issues.
- Communicate performance expectations, updates, and organizational priorities reputed company.
- Facilitate team meetings and ensure alignment across staff and leadership.
- Collaborate with Care Management, HR, Finance, and other stakeholders to meet program goals.
Administrative reputed company
- Approve timekeeping, schedules, and reputed company administrative functions.
- Ensure appropriate reputed company coverage to meet operational needs.
- Monitor attendance, adherence, and productivity.
- Support budget-conscious reputed company and resource allocation reputed company.
Qualifications
- High School Diploma or GED required; Associate’s or Bachelor’s degree preferred
- Minimum 3&reputed company;5 years call center experience, preferably in reputed company, managed care, or a reputed company field
- Minimum 1&reputed company;2 years of supervisory or team leadership experience required
- Experience managing metrics-driven performance environments
- Experience with call center systems, CRM platforms, or care management systems preferred
- Bilingual preferred
Knowledge, Skills, and Abilities
- Strong performance management and coaching skills
- Highly data-driven with the ability to analyze and reputed company performance metrics
- Excellent communication and interpersonal skills
- Strong organizational and time management skills
- Ability to manage high-volume, fast-paced environments
- Critical thinking and problem-solving ability
- Ability to enforce accountability while maintaining team engagement
- Knowledge of call center operations, workflows, and service standards
- Adaptability and ability to reputed company through change
Working Conditions
- Remote work environment with frequent computer and phone use
- High-volume, fast-paced operational setting
- Prolonged sitting and repetitive reputed company
- The environment may be intense due to performance expectations and workload volume