CENTER SUPERVISOR JOB DESCRIPTION

A Center Supervisor is the person accountable for everything that happens on the floor when the doors are open. In healthcare and human services settings - spanning plasma donor centers, senior community programs, and insurance-based contact centers - that accountability includes regulatory compliance, staff scheduling, and real-time performance management under one roof. CPR certification and adherence to Standard Operating Procedures are not optional extras here; they are baseline expectations that define the role's minimum operating standard. Where other supervisory titles own a single function, this one owns the full service environment.

As the Center Supervisor, you ensure that daily operations meet federal, state, and organizational standards while delivering consistent, high-quality service to patients, donors, or members depending on the care setting. You lead a team of frontline staff and report to a Center Manager or Regional Manager, with scope spanning compliance oversight, employee development, and performance feedback across all active service areas.

Career Impact: Supervisory experience across regulated healthcare operations - including SOPs, donor safety protocols, and CSAT-linked service standards - builds a profile that qualifies you for Center Manager and multi-site director roles within three to five years.

Business Impact: The people this role directly manages are the ones administering Medical History intake, running Phlebotomy, or fielding member service calls, meaning a lapse in supervision translates immediately into a compliance event or a failed service interaction.

Growth Opportunity: Owning compliance, scheduling, and performance management simultaneously accelerates the breadth of operational competence that healthcare operations employers look for when promoting into facility or regional leadership.

• Enforce compliance with federal, state, local, and organizational quality and safety regulations across all active service areas.
• Lead daily staffing and scheduling decisions to maintain adequate coverage across Medical History, Phlebotomy, and Sample Processing functions.
• Coach and counsel frontline employees on performance standards, non-conforming events, and service expectations through documented feedback.
• Monitor real-time service delivery metrics and recommend staffing adjustments based on volume trends and current performance data.
• Coordinate with Quality Assessment personnel to uphold protocol adherence and support continuous improvement initiatives.
• Evaluate employee performance through structured reviews and participate in screening, interviewing, and disciplinary processes as needed.
• Maintain the cleanliness, safety, and operational readiness of the physical service environment to regulatory and organizational standards.

• High School Diploma or equivalent required; Associate or Bachelor's degree in Healthcare Administration, Business Administration, or a related field desirable.
• 3 or more years of supervisory or lead experience in a healthcare, human services, or regulated service environment, with demonstrated staff management responsibility.
• CPR and AED certification required or ability to obtain upon hire.
• Knowledge of Standard Operating Procedures, regulatory compliance frameworks, and quality documentation practices in a healthcare or human services setting.
• Demonstrated ability to evaluate operational metrics, identify performance gaps, and implement corrective action plans.
• Strong verbal and written communication skills, with the ability to interact effectively with staff, members, patients, and leadership at all levels.
• Ability to manage multiple competing priorities, maintain accurate records, and make sound decisions under time-sensitive conditions.

• Experience in fitness center, senior center, plasma donor center, or insurance contact center operations.
• Familiarity with fiscal management principles, inventory control, and basic accounting concepts relevant to center-level operations.
• Prior experience conducting structured employee evaluations, performance improvement plans, or formal disciplinary procedures.
• Knowledge of pharmacy policy, healthcare plan structures, or human services program administration.

• Employee scheduling coverage rate, measuring how consistently center hours are adequately staffed.
• Non-conforming event documentation rate, tracking whether compliance incidents are recorded and resolved within required timelines.
• Staff performance review completion rate, reflecting how consistently the supervisor conducts and files structured evaluations.
• Call Abandon Rate or Average Speed to Answer, where applicable to contact-center or member-services environments.
• Member or donor retention rate, indicating the consistency of the service experience across a rolling quarter.
• Typical tools: Workforce scheduling platforms (commonly deputy or similar); compliance documentation systems (commonly electronic SOP management or paper-based log systems).

• Base Salary Range: $45,000 to $62,000 per year depending on setting and region.
• Bonus: annual performance bonus of 3 to 7 percent of base, tied to center compliance and service metrics.
• Equity: not typical at this level in healthcare operations.
• Health Benefits: medical, dental, and vision coverage standard; often includes employee wellness programs.
• PTO: 10 to 18 days annually, plus paid holidays varying by employer.
• Common Perks: CPR and AED certification reimbursement, professional development allowance, and shift differential for evening or weekend coverage.

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

Background checks, including criminal history and where applicable drug screening, are a standard condition of employment in regulated healthcare and human services environments. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process upon request. Candidates must be authorized to work in the United States.

The Center Supervisor owns the day-to-day coordination of emergency communications operations, overseeing 911 call handling, police records management, and dispatch scheduling within a public safety center. Working alongside communications staff and reporting to the Communications Manager, the Center Supervisor ensures service continuity and resource alignment that supports effective emergency response across the community.

Key Responsibilities

• Communicate with others through active listening and effective oral and written communication.
• Conduct formal coaching and mentoring of employees through development and attainment of individual, team, and organizational goals.
• Solve problems using a variety of techniques including government services, private resources, and other available means.
• Participate in special events, special projects, and committees to support ongoing organizational improvements.
• Make sound decisions under challenging conditions and delegate authority and responsibility as necessary.
• Plan, prioritize, assign, supervise, evaluate, and review the work of staff responsible for police records management.
• Establish schedules and methods for communications and emergency dispatch services and allocate resources accordingly.
• Prepare written materials including monthly reports, statistical reports, annual reports, and routine correspondence.
• Oversee and participate in answering 911 emergency calls and dispatching appropriate personnel.
• Troubleshoot and approve repairs on malfunctioning dispatch and computer-related equipment.

Required Qualifications

• High School Diploma or GED supplemented by coursework or specialized training in emergency dispatch or telecommunications.
• CCIC/NCIC Certification from the State of Colorado required or ability to obtain.
• 3 years of increasingly responsible experience in telecommunications emergency services (Police or Fire).
• Knowledge of emergency dispatch procedures and communications center operations.
• Ability to maintain effective audio and visual discrimination and perception necessary for assigned duties.
• Ability to supervise, organize, and review the work of lower-level staff.
• Strong oral and written communication skills.
• Ability to establish and maintain effective working relationships with those contacted in the course of work.
• Physical ability to sit for extended periods with a headset while monitoring computer screens and handling emergency calls.

Embedded within a regulated production and donor services environment, the Center Supervisor oversees compliance, employee performance, and production area management across Medical History, Phlebotomy, and Sample Processing functions. Working closely with the center management team and hourly staff, the Center Supervisor drives continuous improvement and ensures a safe, high-quality donor experience that supports the organization's broader health mission.

Core Functions

• Ensure all center employees comply with federal, state, local, and company-specific rules, regulations, and practices related to quality and safety.
• Schedule employee hours effectively to meet business needs.
• Manage production areas and motivate employees to meet performance goals and comply with quality standards.
• Address donor and employee concerns in a timely manner and document and counsel employees on non-conforming events.
• Provide regular feedback to employees and management regarding center and employee performance.
• Participate in pre-screening and interviewing of applicants and initiate disciplinary action in accordance with company policies.
• Maintain qualifications and perform all duties for Medical History, Phlebotomy, and Sample Processing areas.
• Foster teamwork and collaborate with staff, peers, and management to achieve business goals and resolve conflicts proactively.
• Support the center management team in identifying operational opportunities for continuous improvement.
• Maintain general cleanliness of the work area and assist other areas as needed.

Qualifications and Experience

• High School Diploma or equivalent required, Associates or Bachelor's degree desirable.
• CPR and AED certification required.
• Experience in a laboratory, hospital, or other regulated environment is a plus.
• Knowledge of inventory control and general accounting concepts.
• Ability to read and follow Standard Operating Procedures and maintain complete and accurate records.
• Strong verbal communication and customer service skills.
• Ability to multi-task and work as a team player.
• Fine motor coordination, depth perception, and ability to hear equipment sounds from a distance required.
• Physical ability to frequently lift up to 32 pounds and occasionally lift up to 50 pounds, with prolonged glove wear.

The Contract and Contact Center Supervisor is responsible for providing training, coaching and mentoring to the Contract Specialists and Contact Center Representatives to ensure that Entrust Datacard's internal and external customers are provided with highly reliable comprehensive experience that delights our customers. Reporting to regional leadership, the Center Supervisor delivers this outcome by serving as the Oracle EBS subject matter expert for Japan operations, tracking retention and call metrics, and partnering cross-functionally to convert warranty systems to maintenance contracts.

Primary Duties

• Prepare and deliver new and renewal service contract offerings and review contracts and sales order forms for completeness and accuracy.
• Handle inquiries via email, telephone, and other communication means while accurately documenting contracts and calls into Oracle.
• Provide superior customer experiences by consistently demonstrating company values and meeting or exceeding contact center performance standards.
• Lead a small team of Contract Specialists and Contact Center Representatives and act as an escalation point for resolving customer issues.
• Provide training and mentoring to team members to drive consistent use of global contract and contact center processes.
• Track contract renewal retention rates and contact center metrics including Average Speed to Answer and Call Abandon Rate.
• Work proactively with the regional Technical Service team to convert systems under warranty to maintenance contracts.
• Update all contact center documentation as needed and partner with business peers to build and maintain relationships.

Skills and Qualifications

• Bachelor's Degree required.
• 5 years of business experience with 2 years of previous contracts experience.
• Previous contact center and management experience preferred.
• Strong analytical and problem-solving skills with experience resolving a wide range of customer issues.
• Proficiency in MS Excel and Word, with experience in ERP systems.
• Experience with Oracle EBS, Salesforce.com, and Business Intelligence reports preferred.
• Fluency in English for effective communication and presentations.

Sitting at the intersection of client coaching and retail operations, the Center Supervisor applies the Jenny Craig Service Model to guide clients through personalized weight management plans while supervising staff and managing center profitability. Operating across client accountability, inventory control, and employee scheduling, the Center Supervisor sustains client retention and business growth by delivering a consistent, motivating experience at every touchpoint.

Duties

• Apply the Jenny Craig Service Model to connect with clients, understand their goals, and create weekly plans to build confidence and commitment.
• Keep clients on the program by holding them accountable to their menu plan, coaching sessions, and daily self-monitoring of food intake and exercise.
• Complete care calls and confirmation calls to stay connected with clients throughout the week.
• Grow the business by acquiring new clients, retaining current clients, and delivering the Jenny Craig program.
• Manage payroll, employee scheduling, and inventory to grow profits and ensure proper hours of operation.
• Lead by example and encourage a cooperative environment willing to assist with any task.

Experience and Qualifications

• High School Diploma or equivalent required, college degree preferred.
• 3 years of related job experience including previous supervisory experience in a customer-facing business.
• Previous supervisory experience in a retail setting.
• Demonstrated experience in delivering consistent service levels to clients.
• Ability to evaluate metrics and identify opportunities for continuous improvement and efficiencies.
• Excellent interpersonal, listening, and motivational skills.
• Ability to handle human resources and employee relations issues or escalate when needed.

Directs, supervises and coordinates staff and activities at assigned senior center to ensure the delivery of quality patient service. A key member of the senior services leadership team, the Center Supervisor plans and administers community recreation programs, manages staff and volunteer scheduling, and produces membership reports that enable the Regional Manager to assess center performance and service quality.

Leadership Responsibilities

• Direct, supervise, and manage all functions and activities of the Senior Center including systems, policies, human resources, and support services.
• Plan, organize, and administer a community recreation program for senior adults including physical activities, health activities, and special interest classes.
• Coordinate staff work activities and monthly schedules and ensure the center monthly calendar is prepared ahead of time.
• Select, train, motivate, and schedule Senior Center staff and volunteers.
• Represent the Senior Center at public and professional meetings and conferences and maintain professional affiliations.
• Evaluate performance and recommend merit increases, promotions, and disciplinary actions under the direction of the Regional Manager.
• Maintain senior member databases and produce monthly reports to show membership statistics.
• Promote cost-effective, high-quality member services to visitors, members, and volunteers.

Education and Experience

• Bachelor's degree in Healthcare Administration, Business Administration, Nursing, or a related field, or 4 years of comparable work experience.
• 5 years of experience in fitness center, senior center, or healthcare operations including 3 years of supervisory experience.
• Knowledge of fiscal management and human resource management techniques.
• Knowledge of organization policies and procedures and ability to apply principles to solve everyday problems.
• Working knowledge of Microsoft Office applications including Excel.
• Strong skills in gathering, analyzing, and evaluating data.
• Strong written and verbal communication and customer service skills.
• Ability to exercise initiative, problem-solving, and decision-making and establish priorities.

Consistent delivery of a welcoming, well-maintained environment for US military personnel depends on the Center Supervisor, who manages daily operations, volunteer programs, and community partnerships within an approved budget at a USO center location. Based within a not-for-profit, mission-driven setting, the Center Supervisor safeguards center assets, enforces food-handling and sanitary standards, and produces the operational reporting that supports informed leadership decisions.

Accountabilities

• Manage day-to-day center operational procedures to ensure a cost-effective, safe, welcoming, clean, and well-maintained environment.
• Develop, improve, and maintain working relationships with US Military and local business community leadership to enhance awareness of the USO mission.
• Supervise volunteers for general and program activities including recruitment, training, development, and recognition.
• Operate the center within approved budgetary guidelines including cash handling and maintain accurate inventory.
• Control, safeguard, and maintain the fabric, furniture, equipment, and assets in the center and ensure sanitary and food-handling regulations are followed.
• Create and maintain a Standard Operating Procedure file detailing local operational procedures and center activities.
• Provide consolidated financial, operational, and statistical reports and any other ad hoc reports as required.

Background and Experience

• High School Diploma or equivalent required, Bachelor's Degree preferred.
• 1-3 years of work experience in retail, customer service, or recreation facility including 1 year in a supervisory capacity.
• Relevant experience in a not-for-profit, military, multicultural, or global organization preferred.
• Ability to perform basic math and follow proper cash handling, reporting, and budget reconciliation procedures.
• Ability to obtain and maintain credentials necessary to access USO Center locations including security and background screening.
• Strong interpersonal, customer service, and problem-solving skills with ability to interact with diverse audiences professionally.
• Demonstrated ability to handle confidential information with tact and manage multiple projects with competing priorities.

As the Center Supervisor, this role leads real-time performance monitoring, employee management, and process improvement across a healthcare contact center serving pharmacy and insurance clients. The contact center team relies on this work to maintain service level agreements, uphold quality protocols, and sustain the client relationships that underpin the organization's operational reputation.

Role Responsibilities

• Engage in real-time performance monitoring to facilitate achievement of service level agreement requirements.
• Maintain and cultivate client relationships and liaise with subject matter experts on industry best practices and process improvement.
• Manage employees including recognition, performance evaluation, performance management, hiring, and termination.
• Oversee specialty lines and recommend staffing adjustments based on historical and current trending.
• Assess training needs for new and existing employees and partner with internal stakeholders on employee development.
• Coordinate with Quality Assessment personnel to support quality protocol and excellent customer service.
• Facilitate process improvement initiatives across the contact center.

Professional Experience

• Bachelor's degree in Business Management, Insurance, Healthcare, or a related field, or equivalent work experience.
• Prior supervisory and call center experience preferred.
• Knowledge of pharmacy policy and pharmacy operations preferred.
• Strong planning, organizing, data gathering, and analysis skills.
• Strong written and verbal communication, presentation, and facilitation skills.
• Coaching skills with ability to adapt and manage multiple tasks as a team player.