Call Center Supervisor

About the role

The Call Center Supervisor provides day-to-day leadership for a designated call center team within the Member Access Center (MAC), ensuring consistent, timely, and accurate member access across markets. Reporting to the Call Center Operations Manager, the Supervisor coaches and develops agents and team leads, manages real-time performance, and resolves member escalations.

Requirements

• Associate's degree in healthcare administration, public health, or related field preferred
• 3+ years experience in a healthcare setting or as a patient navigator
• 2+ years experience in member, provider, or customer service/call center environment
• 1+ years experience in a supervisory or leadership role

What you'll do

• Provide day-to-day operational supervision for a call center team
• Coach and develop agents and team leads, hold accountable to performance standards
• Monitor and drive KPIs (speed to answer, abandonment, schedule adherence, quality)
• Partner with Workforce Management on staffing and scheduling
• Collaborate with Training & QA on onboarding and calibration
• Manage member and provider escalations
• Analyze performance reporting and recommend improvements

Where this was posted

• workgr8

  last seen 2mo ago
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• LinkedIn

  last seen 2mo ago
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