CALL CENTER SUPERVISOR JOB DESCRIPTION

A Call Center Supervisor runs the daily floor: agents are coached, schedules are built, and escalations are resolved before they reach the manager. Every shift depends on someone tracking ASA goals, abandonment rates, and quality audit scores - and acting when the numbers slip. This role owns the team, not just the task list. The supervisor carries direct accountability for service level attainment across inbound and outbound channels, answering to the Call Center Manager while serving as the primary point of authority for agents on the floor.

As the Call Center Supervisor, you direct a team of frontline agents through daily coaching, performance management, and escalation handling to keep service level agreements on target. You report to the Call Center Manager and hold direct accountability for staffing, scheduling, quality monitoring, and the disciplinary actions that shape team performance over time.

Career Impact: Supervisory experience managing agent quality scores and service level attainment in a high-volume contact center is one of the most transferable credentials in operations management, opening paths toward Call Center Manager and Director of Customer Experience roles.

Business Impact: When agents miss targets, customers feel it immediately - the Call Center Supervisor is the person who catches performance gaps early, coaches agents back on track, and keeps abandonment rates from climbing into territory that damages customer retention.

Growth Opportunity: Owning workforce planning, QA coaching, and corrective discipline builds the full scope of people-management skills that qualify supervisors for multi-team management roles and operations leadership positions.

• Coach agents individually through weekly one-on-ones, using quality audit findings to set measurable improvement targets.
• Monitor real-time queue activity to maintain ASA goals and call abandonment rates within defined thresholds.
• Lead team meetings to communicate performance expectations, policy updates, and operational priorities to all agents.
• Manage workforce schedules and staffing levels to ensure adequate coverage during peak volume periods.
• Enforce attendance, conduct, and performance policies, administering corrective action and documentation up to termination when required.
• Review and approve agent timesheets and submit payroll records by defined deadlines each period.
• Resolve escalated customer calls that agents cannot close, applying judgment to balance service quality with operational constraints.
• Prepare weekly and monthly performance reports for the Call Center Manager covering agent metrics, trends, and recommended actions.

• High school diploma or GED required, with an associate or bachelor's degree preferred or equivalent work experience.
• 2 or more years of call center or contact center experience, with at least 1 year in a supervisory or team lead capacity.
• Demonstrated ability to coach, evaluate, and document agent performance using quality audit processes.
• Working knowledge of call center metrics including service level, average speed of answer, abandonment rate, and adherence.
• Proven ability to manage employee relations matters including disciplinary action, termination, and HR partnership.
• Strong written and verbal communication skills across internal teams, agents, and escalated customers.
• Ability to manage competing priorities, adapt schedules on short notice, and make staffing decisions under pressure.

• Experience administering formal incentive or recognition programs tied to measurable agent performance outcomes.
• Familiarity with workforce management planning practices including forecasting and intraday schedule adjustments.
• Prior exposure to omnichannel environments handling inbound calls, outbound calls, email, and live chat simultaneously.
• Bilingual proficiency in English and Spanish, supporting a broader agent and customer base.

• Service level attainment rate, measuring the percentage of calls answered within the defined threshold per shift.
• Average speed of answer in seconds, reflecting how well staffing and scheduling decisions match incoming volume.
• Agent quality audit score per review cycle, tracking coaching effectiveness against documented call standards.
• Call abandonment rate as a percentage, indicating whether queue management is keeping callers from disconnecting.
• Corrective action documentation rate, measuring whether performance issues are addressed promptly and on record.
• Typical tools: Call center platforms (commonly Five9 or NICE inContact); workforce management software (commonly Verint or Calabrio); CRM platforms (commonly Salesforce).

• Base Salary Range: $48,000 to $68,000 per year depending on experience and market.
• Bonus: annual or quarterly performance bonus of 5 to 10 percent of base salary.
• Equity: not typical at this level in customer service operations.
• Health Benefits: medical, dental, and vision coverage, often available from day one.
• PTO: 10 to 15 days per year plus standard federal holidays.
• Common Perks: Shift differential pay for evenings and weekends, tuition reimbursement, and employee assistance programs.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion is a condition of employment, and results are evaluated consistent with applicable federal and state law. All qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law. Reasonable accommodations are available throughout the hiring process and upon employment for individuals with disabilities. Candidates must be authorized to work in the United States.

The Call Center Supervisor owns daily oversight of Tele Counselor teams and call center operations, including attendance tracking, live chat monitoring, and database logging for a university admissions environment. Working closely with academic divisions and student support departments, the supervisor builds staff capability through recruiting, training, and coaching to convert prospective student engagement into enrollment outcomes.

Key Responsibilities

• Supervise Tele Counselors and oversee daily call center operations including attendance, call statistics, and time-off tracking.
• Motivate and support Tele Counselors through positive communication, feedback, and coaching aligned with university goals.
• Organize workflow to ensure call center staff understand their duties and delegated tasks.
• Monitor inbound and outbound call and live chat activity, tracking and reporting daily analytics.
• Update data from prospective student interactions and oversee database logging accuracy.
• Spend a minimum of 10 hours per week working call center telephones and live chats.
• Serve as point of contact for escalated calls and support staff during high-volume or shortage periods.
• Encourage prospective students to visit campus or apply online, and recommend quality improvements.
• Recruit new staff, schedule training, and administer programs for new hires and existing employees.

Required Qualifications

• Bachelor's degree required.
• Minimum 2 years of supervisory experience, with experience in an inbound call center desired.
• Demonstrated knowledge of higher education, specifically admissions, across traditional undergraduate, women's college, and graduate programs.
• In-depth knowledge of ancillary student support departments including financial aid, advising, career services, and registrar.
• Ability to report, interpret, and project statistical data and make informed recommendations.
• Strong knowledge of Microsoft Office Suite and Google Applications.
• Experience with CRM tools such as Salesforce.
• Exceptional verbal and written communication, listening, and negotiation skills with ability to work independently and collaboratively.

Embedded within the contact center operations team, the Call Center Supervisor develops Customer Service Representatives to respond respectfully to Friends and Family inquiries, including troubleshooting service and product issues. Working closely with supervisors and management, the supervisor drives ASA goal attainment, monitors ACD performance, and delivers quality coaching that raises team efficiency and customer satisfaction scores.

Core Functions

• Ensure all CSRs understand and comply with call center objectives, performance standards, and policies while driving efficiencies and quality.
• Answer incoming calls and assist with account transactions, inquiries, and escalations.
• Administer incentive and evaluation programs to reward performance and identify staff requiring further training.
• Conduct weekly coaching sessions with individual improvement plans and monitor ACD performance to maintain ASA goal under 3 minutes.
• Work with supervisors and management to support agents, document coaching interactions, and maximize customer satisfaction.
• Set expectations and provide clear direction toward monthly, quarterly, and annual performance goals.
• Review Quality Audits and conduct quality coaching sessions with CSRs at minimum once per week.
• Review and approve timesheets on or before defined deadlines and provide input on new or revised policies and procedures.
• Conduct problem-solving to own issues and share continuous improvement opportunities with leadership.

Qualifications and Experience

• High School Diploma or equivalent required.
• Minimum 5 years of experience in a customer service-focused position, including call center or contact center experience.
• Strong leadership skills demonstrated in a supervisory, management, or individual contributor role.
• Strong understanding of company products, policies, and services with ability to coach, train, and motivate employees.
• Proficient with computers, software applications, and phone systems.
• Excellent verbal and written communication skills with ability to influence customers and internal stakeholders.
• Analytical, efficient, and thorough with strong problem-solving, leadership, and customer service skills.
• Ability to remain calm and courteous under pressure and handle escalated calls with superior independent judgment.

Reporting to the Access Center Manager, the Call Center Supervisor manages service levels for assigned teams against set targets and acts as liaison between Access Center staff and MGB practice managers to ensure handoffs and shared responsibilities function as designed. Partnering with the Training and Quality team, the supervisor delivers coaching, corrective action, and performance reviews that sustain high-quality patient access across a complex healthcare environment.

Primary Duties

• Manage service levels for assigned teams based on set targets and collaborate with the Manager to problem-solve when targets are not met.
• Develop and maintain schedules, forecast workloads and staffing requirements, and restructure the staffing model to meet changing department needs.
• Assist with and respond to escalated customer calls, investigating and resolving complaints and concerns.
• Act as liaison between Access Center team members and MGB practice managers to ensure shared responsibilities and handoffs are functioning as designed.
• Provide coaching and mentoring to improve operational effectiveness and quality.
• Monitor team member performance in collaboration with the Training and Quality team, administer corrective action, and complete timely performance reviews.
• Recruit, hire, and onboard new team members and ensure annual training is complete.
• Identify system and operational problems through process analysis, recommend solutions, and participate in department-wide improvements.
• Participate in the development and communication of department policies, procedures, and payroll approval for direct reports.

Skills and Qualifications

• Bachelor's degree or equivalent experience required, with Master's degree strongly preferred.
• 2 to 4 years of contact center experience in a supervisory role required, with 1 to 2 years of prior healthcare experience strongly preferred.
• Proficient with Microsoft Office and contact center software.
• Knowledge of medical terminology and managed care plan requirements preferred.
• Strong leadership skills with ability to coach, lead by example, and effectively manage change in large and complex organizations.
• Excellent communication, interpersonal, and team-building skills with strong operational and decision-making ability.
• Ability to handle high volumes of work in a fast-paced environment and exercise judgment with sensitive and confidential information.

Sitting at the intersection of government contract compliance and call center performance management, the Call Center Supervisor ensures large volumes of assigned work are completed accurately and on time in accordance with HUD ACC Acceptable Quality Levels and internal timeframes. Operating across multiple locations and stakeholder groups including government and commercial clients, the supervisor drives special projects, prepares formal performance reports, and builds a cohesive team environment that meets and exceeds contracted delivery standards.

Duties

• Collaborate with managers and team leads across locations to create a cohesive environment valuing delivery, quality assurance, training, communication, and reporting.
• Respond to QA of correspondence, oversee adherence to defined processes, and manage member retraining and reporting.
• Lead, coach, and develop staff at all levels to achieve high performance.
• Manage day-to-day activities including operations flows, call center metrics, staffing levels, issue escalation, and scheduling for peak coverage.
• Set member goals and objectives and perform quarterly and annual performance evaluations.
• Communicate effectively with internal and external stakeholders, including government and commercial clients.
• Drive special projects from inception to completion, reporting progress, roadblocks, and results verbally and in writing, including formal memoranda to clients.
• Update management regularly on project progress, performance, and potential business risks, and prepare performance reports by collecting, analyzing, and summarizing data.

Experience and Qualifications

• Bachelor's degree in business or similar field, or equivalent experience.
• 7 years of leadership experience within a call center environment.
• Experience interpreting government guidelines and working on call center quality improvement initiatives.
• Experience with workforce management planning and improving overall customer experience.
• Proven ability to manage significant workloads within short timelines with strong analytical and decision-making abilities.
• Intermediate proficiency in Outlook, Excel, Word, and PowerPoint.
• Excellent verbal, written, and interpersonal communication skills with strong organizational skills and self-motivation.

A key member of the transfer agency operations team, the Call Center Supervisor supervises assigned personnel and coordinates daily workflow to ensure all functions meet quality, productivity, and audit standards while resolving sensitive shareholder service issues. Collaborating across support and operations departments as well as external clients, the supervisor manages training, special projects, and system oversight to maintain consistent service delivery within established timeframes.

Accountabilities

• Supervise assigned personnel and make decisions regarding employment, performance reviews, training, salary recommendations, and related personnel actions.
• Coordinate and monitor daily workflow to ensure operations functions are performed efficiently and meet quality, productivity, and audit standards.
• Interface with clients to respond to questions regarding account issues, systems capabilities, and special processing, escalating significant financial exceptions to upper management.
• Communicate with support and operations departments to address shareholder and client inquiries and resolve sensitive service issues.
• Review operating procedures and policies, identify issues, and make improvement recommendations to upper management.
• Manage training and development of department personnel, monitor associate progress, and provide frequent feedback and development plan assistance.
• Oversee utilization of all AWD and IWS applications and equipment by monitoring usage and providing feedback to associates.
• Manage and participate in special projects including year-end activities as directed by upper management.

Position Requirements

• Bachelor's degree or equivalent combination of formal education and work experience.
• 3 to 4 years of transfer agency or related operations experience, including 1 to 2 years of senior specialist experience preferred.
• Detailed knowledge of transfer agency operations policies, procedures, and legal requirements.
• Working knowledge of system capabilities, applications, and financial services industry preferred.
• Ability to communicate clearly and effectively in writing and verbally to exchange information with management, staff, and external contacts.
• Ability to manage personnel including training, evaluation, and consistent application of department policies, procedures, and quality standards.
• Ability to execute assignments within established timeframes and quality standards while responding to immediate needs.

As the Call Center Supervisor, this role coordinates, supervises, and manages the daily, weekly, and monthly activities of a team to ensure task completion and performance goals are met across quality, adherence, turnaround time, and error corrections. The team relies on this work to identify and resolve operational problems, receive subject matter expertise, and access consistent coaching and formal corrective action that keeps performance on track.

Job Functions

• Coordinate, supervise, and manage the daily, weekly, and monthly activities of a team to ensure task completion and performance goals are met.
• Set priorities for the team across quality, adherence, turnaround time, and error corrections, coordinating activities with other supervisors and departments.
• Identify and resolve operational problems using defined processes, expertise, and judgment.
• Provide coaching, feedback, and formal corrective action to team members, and conduct annual performance reviews.
• Perform training and serve as subject matter expert for the team.

Minimum Qualifications

• Associate degree or equivalent 60 credits.
• 1 or more years of call center or customer service experience, and 1 or more years of leadership experience as an SME, trainer, team lead, or supervisor.
• Proficient in Microsoft Word, Outlook, and Excel including creating documents, managing calendars, and working with spreadsheets and reports.
• English and Spanish proficiency required, both verbal and written.
• Ability to work 40 hours per week during standard business hours Monday through Friday from 8am to 9pm AST.

Call Center Supervisor leads weekly team meetings, enforces employee policies and procedures, and partners with Human Resources on candidate interviews and performance management efforts to achieve service level attainment. The work directly supports a stable and accountable team environment where disciplinary actions are handled consistently and employee communications are open, timely, and effective.

Day-to-Day Responsibilities

• Communicate and enforce employee policies and procedures, promptly responding to employee and customer complaints and escalating as necessary.
• Provide development, guidance, and one-on-one coaching and motivation to team members.
• Conduct weekly internal team meetings and participate in performance management efforts to achieve service level attainment.
• Partner with Human Resources and conduct candidate interviews as necessary.
• Manage employee discipline up to and including termination, and work flexible hours including weekends, holidays, and evenings as needed.

Knowledge Skills and Abilities

• Minimum High School education or GED required.
• Strong problem-solving, analytical, influencing, and negotiation skills.
• Excellent communication skills across verbal, written, and electronic channels with both internal and external clients.
• Strong interpersonal, judgment, and decision-making skills with ability to take initiative and identify potential problems and solutions.
• Ability to plan and prioritize tasks, work well under pressure, and handle multiple tasks simultaneously.

The Call Center Supervisor owns day-to-day supervision of call center operations, coaching and training agents to meet goals and ensuring compliance with HIPAA, OSHA, and CMS regulations in a patient-focused environment. Working closely with management, the supervisor tracks performance metrics, identifies operational trends, and prepares analytical reports that drive continuous improvement across service delivery.

Key Responsibilities

• Supervise day-to-day call center operations including coaching, mentoring, and training agents to meet goals, objectives, and performance expectations.
• Help agents handle patient complaints and take appropriate action to resolve them, and develop individual goals for each agent.
• Track performance metrics and ensure adherence to company policies including HIPAA, OSHA, and CMS regulations.
• Manage and distribute work schedules for all agents and lead team meetings.
• Assist management in identifying trends, establishing call center goals, and proactively seeking improvement opportunities.
• Prepare reports and analyze data to improve processes and look for improvement opportunities in all areas.

Required Qualifications

• Minimum 3 years of experience as a call center manager, supervisor, or lead customer service agent.
• Coaching and leadership skills with strong decision-making ability.
• Excellent written and verbal communication skills with ability to maintain focus on patients.
• Flexible and adaptable to new situations, able to work independently, and capable of holding others accountable.
• Able to start new initiatives to improve call center operations.

Reporting to call center leadership, the Call Center Supervisor leads a team of Level 1 Customer Support Agents by creating a coaching and mentorship environment that reduces turnover and sustains high agent performance. Partnering with training, quality, and IT teams, the supervisor resolves complex escalations, manages attendance, and contributes to process improvement projects that enhance the overall support experience.

Primary Duties

• Lead a team of Level 1 Customer Support Agents, creating an environment that supports agent success through coaching and mentorship.
• Conduct team meetings and agent one-on-ones, providing call coaching, development, and performance management.
• Provide exceptional customer service and resolve complex escalations from users as needed.
• Track and manage agent attendance and work cross-functionally with training, quality, and IT teams.
• Assist in maintaining agent reference resources and support one-off process improvement projects and cross-functional initiatives.

Education and Experience

• Bachelor's degree required.
• 1 or more years of customer support leadership experience.
• Experience leading in a high-volume, high-production call center.
• Strong telephone and interpersonal skills with effective written and verbal communication.
• Self-starter comfortable managing through change with servant-based leadership skills.

A key member of the call center management team, the Call Center Supervisor supervises staff to ensure customer service standards and company goals are achieved, monitoring service calls, formulating individual and team targets, and measuring performance against key metrics such as call abandonment and calls waiting. Collaborating across all levels of personnel and customers, the supervisor optimizes procedures, maintains workforce harmony, and keeps management informed through composite reporting.

Scope of Work

• Supervise the call center team to ensure customer service support standards and company goals are achieved.
• Manage employee resources to ensure effective and efficient customer service is provided at all times.
• Train, coach, and motivate employees toward growth and development to meet company standards.
• Monitor and review service calls to observe customer experience, subordinate statistics, and compliance, and assist in formulating individual and team targets.
• Measure performance with key metrics such as call abandonment and calls waiting, and take over escalated calls as needed.
• Determine work procedures, prepare schedules, devise workflow optimization strategies, and ensure adherence to attendance and procedural policies.
• Maintain harmony among workers, resolve grievances, and prepare composite reports to keep management informed on issues and problems.

Qualifications and Experience

• Associate's degree required, with Bachelor's degree preferred.
• 3 or more years of call center supervisor experience with increasing responsibilities.
• Knowledgeable and experienced in call center procedures and metrics analysis with a strong customer service background.
• Proficient in Microsoft Excel, Outlook, and Word.
• Excellent interpersonal skills with ability to interact at all levels of personnel and customers.
• Able to teach, mentor, and coach team members in support of business goals.
• Strong attention to detail with effective time management skills and ability to multi-task and adapt to a changing environment.

As the Call Center Supervisor, this role supervises and monitors staff to ensure high levels of customer service and sets a leadership example by walking the floor and taking supervisory and escalated calls. The claims and quality assurance team relies on this work to receive consistent statistical and qualitative audit feedback, coordinated training programs, and resolved personnel issues that keep service levels, talk times, and quality goals on track.

Leadership Responsibilities

• Supervise and monitor staff to ensure high levels of customer service and set a leadership example with peers and staff.
• Provide coaching, mentoring, and feedback to team members to improve call handling and claims processing, including regular statistical and monthly qualitative audit feedback.
• Monitor daily activities, attendance, and performance of call center staff, and participate in the interview and selection process for open positions.
• Provide corrective feedback, assist in resolving personnel issues, and support management of daily service levels, talk times, and quality goals.
• Identify, develop, and coordinate training programs as needed, working closely with peer supervisors to ensure open communication and consistency of workflow.
• Take supervisory and escalated customer calls, participate in special projects, and uphold the public image of the company.

Professional Experience

• Bachelor's degree or equivalent combination of education and experience.
• 6 years of customer service experience including at least 2 years of management or supervisory experience.
• Minimum 2 years of call center experience required, with previous call center management experience preferred.
• Highly proficient in computer skills with excellent attention to detail and organizational skills.
• Strong analytical and problem-solving ability with good time management and interpersonal skills.
• Excellent written, verbal, and oral communication skills with demonstrated leadership in previous experience.

Call Center Supervisor manages workforce planning, scheduling, and staffing across departments while maintaining a safe and healthy work environment in alignment with ISO management expectations and legal regulations. Success in the position means associates are supported through established SOPs and work instructions, disciplinary actions are documented accurately, and quality and local objectives are consistently communicated and achieved.

Operational Focus

• Manage workforce planning including scheduling and staffing of employees based on workload and volume across departments.
• Maintain a safe and healthy work environment by establishing and enforcing organizational standards and adhering to legal regulations.
• Provide quality service in following policies and responsibilities for the department and ISO management expectations.
• Manage associate attendance by reviewing work hours, vacation, and sick time through Kronos, and write and conduct employee Blue Prints with direct reports.
• Provide guidance and written documentation for disciplinary actions, and ensure local and quality objectives are met and communicated to the team.
• Support the team with established SOPs and work instructions, participate in department meetings, and assist in new hire interviews, orientation, and training.

Background and Experience

• Associate-level degree preferred.
• Prior experience leading a team of hourly associates in a fast-paced environment.
• Highly analytical with ability to communicate the importance of data to teams, including experience coaching and guiding employees.
• Excellent computer skills including 10-key, touch typing, and Microsoft Office software.
• Demonstrated business communication skills, both verbal and written.
• Self-directed, motivated, and goal-oriented with strong organizational, time management, and problem-solving skills.

The Call Center Supervisor delivers agent recruitment, performance management, and scheduling oversight while facilitating communication between call centers and the Client Success Department to keep productivity levels aligned with sales and service goals. Working closely with the Call Center Manager and internal and external customers, the supervisor benchmarks agent effectiveness, drives execution of call center initiatives, and escalates issues to the appropriate decision maker.

Ownership Areas

• Recruit, hire, and develop agents to build a team of high performers, evaluating and managing ongoing performance with coaching and development support.
• Collaborate with the Call Center Manager to ensure alignment and cascading of operational goals to direct reports.
• Monitor agent performance and ensure effective practices are executed across the team, including input scheduling to meet performance utilization goals.
• Maintain and improve employee morale through effective leadership and communicate executive messages through the call center.
• Engage and facilitate communication between call centers and the Client Success Department to ensure agent productivity levels are met.
• Collaborate with internal and external customers to establish performance standards, identify sales and service failures, and recommend solution options.
• Drive the execution of call center initiatives and effectively escalate problematic issues to the appropriate decision maker.

Technical Qualifications

• Minimum 2 to 3 years of general sales leadership experience, with 1 year of coaching, training, and people development experience.
• Bachelor's degree preferred.
• Ability to learn quickly and adapt to changing conditions in a fast-paced environment.
• Strong leadership skills with ability to enthusiastically engage and motivate others.
• Ability to benchmark and measure agent effectiveness, drive change for improvement, and employ good judgment, integrity, and accountability.
• Ability to drive staff performance improvement through effective coaching and development techniques.

Embedded within a multi-skill call center team of 30 or more associates, the Call Center Supervisor builds and maintains a high-performing team by coaching, mentoring, and conducting periodic performance reviews while driving improvement initiatives. Working closely with work groups and team meetings, the supervisor reads and analyzes reports, enforces call center policies and procedures, and maintains confidentiality to sustain consistent service levels and attendance outcomes.

Key Deliverables

• Build and maintain a high-performing team, ensuring goals including service level, abandonment rate, quality, and attendance are met or exceeded.
• Coach and mentor 30 or more associates, conducting periodic performance reviews.
• Developing and driving improvement initiatives.
• Communicate effectively within work groups and team meetings, reading and analyzing reports.
• Understand and enforce call center policies and procedures and maintain confidentiality.

Minimum Qualifications

• Two years of call center management experience.
• Proficient in Microsoft Office software including Word, Excel, and the internet.
• Effective leadership skills including listening, verbal, and written communication.
• Strong interpersonal and organizational skills with excellent time management and ability to defuse escalated situations.
• Ability to multitask and manage changing problems in a fast-paced multi-skill team environment.
• Demonstrated ability to identify and understand issues, resolve customer inquiries, and develop appropriate solutions quickly and effectively.
• Strong decision-making and problem-solving skills with detail orientation and ability to work well under pressure and meet deadlines.

As the Call Center Supervisor, this role manages and directs team activities and up-skilling, monitoring and scoring agents on call quality, compliance, and productivity while managing client expectations for call handling and service level procedures. The contact center team relies on this work to receive clear performance and attendance expectations, escalation support, and trend-based recommendations that inform Center Management decisions.

Role Responsibilities

• Manage and direct team activities and up-skilling by supervising, planning, and overseeing functions.
• Monitor, score, and provide feedback to agents on call quality, compliance, and productivity.
• Provide coaching, evaluation, and assistance to agents on performance and work duties, ensuring accomplishment of established Key Performance Requirements.
• Answer agent questions and accept and respond to escalated calls, managing client expectations for call handling and service level procedures.
• Communicate clear expectations for performance and attendance, hold agents accountable, and identify customer trends to propose changes to Center Management.

Requirements

• High School completion required.
• Minimum 1 year of call center or contact center experience, with previous leadership experience in a call center environment preferred.
• Ability to inspire and support people, build effective relationships at all levels, and lead by example.
• Strong verbal and written communication skills with good decision-making ability and ability to maintain calmness under pressure.
• Ability to plan and prioritize work, work well as part of a team, and provide extra hours during high call volume periods.

Call Center Supervisor creates a structured, accountable team environment by managing scheduling, quality control, and disciplinary actions while preparing weekly, monthly, and quarterly performance reports for upper management. The work directly supports a department where existing procedures are continuously analyzed for efficiency gains and employees are developed through mentoring, coaching, and targeted training.

Work Activities

• Manage a team of representatives regarding scheduling, quality control, and disciplinary actions, working directly with the team to ensure department goals are achieved.
• Analyze existing procedures to identify efficiency and performance improvements and ensure team adherence to all policies.
• Anticipate and take over calls when necessary and prepare weekly, monthly, and quarterly reports to communicate team performance results to upper management.
• Develop employees through mentoring, coaching, guidance, feedback, and training.

Experience and Qualifications

• Proven leadership experience in a call center environment or similar role for 3 to 4 years or more.
• Complete understanding of call center operations and best practices.
• Excellent organizational and leadership skills with ability to work under pressure and prioritize independently.
• Proficient in MS Office including Excel, Word, and PowerPoint.
• Exceptional written and oral communication skills with willingness to work a flexible schedule including evenings, holidays, and weekends.

The Call Center Supervisor executes high-volume inbound inquiry handling, technical troubleshooting for grill assembly, and CRM data entry while providing feedback on product issues and participating in training sessions to deepen technical knowledge. Working closely with the technical team, the supervisor identifies newly discovered problems across current and past grill models and supports continuous improvement of the consumer support experience.

Key Responsibilities

• Handle high-volume incoming telephone or email inquiries, identifying customer needs and asking probing questions to resolve issues.
• Help resolve technical and troubleshooting issues related to grill assembly.
• Assist with data entry into CRM and internal systems.
• Consistently increase knowledge through technical team collaboration and training sessions.
• Provide feedback on newly discovered problems and suggestions for current and past grill models.

Qualifications and Experience

• Bachelor's degree required.
• Minimum 3 years of call center experience.
• Must be able to type 35 WPM and willing to learn and assemble grill components.
• Proficiency with MS Office including Excel, Word, and Outlook preferred.
• Strong interpersonal skills and pleasant telephone etiquette with effective verbal and written communication.
• Detail-oriented, organized, and able to multi-task while handling pressure and difficult claimants.

The Call Center Supervisor guides a team of 20 to 25 student call center agents, overseeing coaching, scheduling, attendance, and payroll management in ADP to ensure each customer interaction closes with an exceptional experience. Collaborating with management and the broader organization, the supervisor identifies training requirements and skill gaps, resolves escalated concerns, and models the values expected of a student-facing workforce.

Core Responsibilities

• Lead and manage a team of 20 to 25 student call center agents specialized in handling customer service inquiries.
• Monitor, coach, and provide specific feedback on quality, productivity, attendance, compliance, and related disciplinary issues.
• Identify training requirements and skill gaps, and administer day-to-day schedules and attendance for the agent team.
• Resolve escalated customer concerns, conduct staff meetings and coaching sessions, and manage timecards and payroll in ADP.
• Maintain excellent working knowledge of company policies and procedures and ensure customers receive an exceptional experience at the conclusion of each transaction.

Education and Experience

• High school diploma or equivalent required, with college degree preferred.
• 3 to 5 years of experience in a call center or customer service industry, with at least 2 years in a lead or supervisor role, and experience with the high school or college student demographic preferred.
• Experience handling customer escalations with excellent customer service, and demonstrated ability to monitor, coach, and provide effective feedback on quality, productivity, attendance, compliance, and corrective discipline.
• Strong computer skills and proficiency in Microsoft Office Suite with strong analytical and problem-solving skills.
• Excellent written, verbal, and interpersonal skills with ability to multi-task in a fast-paced environment.
• High level of integrity and professionalism in handling confidential information, with a growth mindset and ability to embrace feedback.

The Call Center Supervisor refines day-to-day supervision of Member Service Representatives by monitoring call volumes, performing quality audits on incoming calls, and providing ongoing coaching on systems, processes, and products to achieve service level objectives. Working closely with the Workforce Manager, Call Center Manager, and account managers, the supervisor handles escalated calls, audits time clock records, and delivers timely feedback on service delivery issues that keep the team performing at a consistently high standard.

Accountabilities

• Provide general supervision of Member Service Representatives, offering day-to-day guidance in meeting call center service level objectives and coaching for high service levels.
• Monitor call volumes to identify and act on performance issues and trends to ensure achievement of daily productivity goals.
• Ensure employees are knowledgeable and compliant with policies, procedures, and external regulatory requirements.
• Perform quality monitoring on incoming calls and provide ongoing training and coaching on systems, processes, products, and procedures.
• Handle escalated calls timely and efficiently, provide prompt assistance to representatives, and audit time clock records while keeping the Workforce Manager and Call Center Manager informed of staffing changes.
• Provide timely and comprehensive feedback on issues or problems in delivery of call center services to management and account managers.

Professional Experience

• High school diploma or equivalent required, with college degree preferred.
• Minimum 12 months of experience leading or supervising a team of representatives.
• Knowledge of call center fundamentals and quality customer service principles.
• Good computer skills with experience in MS Excel, Word, and Outlook.
• Strong interpersonal skills with ability to communicate across many levels of management and develop strong rapport with assigned team.
• Strong analytical and organizational skills with ability to identify needs, offer solutions, and maintain a positive and self-motivated attitude.
• Bilingual in Spanish a plus but not required.

Sitting at the intersection of customer service oversight and organizational compliance, the Call Center Supervisor ensures adherence to established Service Level Agreements across inbound, outbound, email, and web chat channels while mentoring supervised staff and recommending promotions, compensation adjustments, and terminations. Operating across management layers and functional teams, the supervisor enforces organizational policies and core values, analyzes metrics, and recruits and onboards staff to sustain a high-performing, SLA-compliant operation.

Strategic Initiatives

• Supervise and monitor day-to-day activities of Customer Service Support Services to ensure adherence to established Service Level Agreements.
• Develop and maintain advanced customer service knowledge and skills, and aid in continuous development of these skills for supervised staff.
• Set priorities and coordinate activities aligned with objectives and goals, and assist with inbound, outbound, email, and web chat services as the first escalation point.
• Monitor issues to ensure SLAs are met and identify key areas for improvement to streamline or implement new procedures.
• Monitor employee performance and behavior, including coaching, mentoring, and disciplining employees as appropriate, and recommend promotions, compensation, and termination.
• Define roles and expectations for supervised staff, provide clear direction toward set goals, and communicate and collaborate with management to provide and analyze metrics and reports.
• Oversee, direct, and mentor subordinate staff, enforce organizational policies and core values, recruit staff, approve timecards, and conduct performance reviews and disciplinary measures.

Qualifications and Experience

• Bachelor's degree preferred or equivalent relevant experience.
• 4 to 6 years of customer service or related public relations experience, with 0 to 2 years of management experience.
• Advanced problem-solving and interpersonal skills with strong customer service approach.
• Excellent written and verbal communication skills with ability to build, coach, and mentor effective teams.
• Ability to organize and supervise staff for maximum efficiency while maintaining consistent progress toward set priorities.
• Dedicated focus on accuracy and attention to detail with ability to remain calm and courteous under stress and develop good working relationships with customers and co-workers.

The Call Center Supervisor coordinates recorded call reviews, performance improvement follow-ups, and direct patient call handling including appointment scheduling, insurance data entry, and escalation de-escalation within a medical office environment. Working closely with the Director of Patient Experience, the supervisor communicates goal-supported directives to staff to encourage performance at and above expected levels across a HIPAA-compliant setting.

Key Responsibilities

• Conduct recorded call reviews, document and report findings to the Director of Patient Experience, and follow up individually with staff on performance improvement interventions.
• Answer incoming telephone calls, completing tasks such as scheduling appointments, answering patient questions, explaining services, gathering insurance information, and forwarding calls to appropriate recipients.
• Receive and de-escalate calls from call center representatives, taking appropriate steps to resolve caller concerns.
• Enter insurance and other patient appointment-related information into electronic medical record applications.

Qualifications and Experience

• High School Diploma or GED required, with Associate or Bachelor's degree preferred in a medical or healthcare-focused field.
• Formal computer training or equivalent work experience required.
• Knowledge of HIPAA and patient and employer confidentiality laws.
• Understands dental and medical terminology, anatomy, and insurance and patient billing and reimbursement.
• Excellent organizational skills with strong computer skills and familiarity with Microsoft Office and electronic medical record applications.
• Skilled in clearly communicating directives and assignments through goal-supported communication methods to encourage team performance.