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.