Call Center Supervisor - Licensed

Overview

The Call Center Supervisor is a critical member of the Business Unit with accountability for all aspects of contact center operations, including direct management, coaching, quality oversight, compliance monitoring, and development of team members. The Call Center Supervisor is responsible for ensuring the team delivers service that meets or exceeds agreed client goals while fostering a culture of operational excellence, regulatory compliance, patient focus, and continuous improvement. The role is accountable for delivering services in a fiscally responsible manner.

Job Duties & Responsibilities

• Supervise contact center staff, including active performance management and employee development.
  • Provide day-to-day supervision of communicators and implement and communicate performance standards.
  • Provide clarity, gain commitment, and hold team members accountable for performance expectations.
  • Coach team members fo...