Supervisor, Call Center
Core
Lead and manage a remote customer service team of up to 40 Patient Success Representatives to deliver compassionate healthcare support and improve patient outcomes.
Role type
Senior IC call center team supervisor
Builds
Customer support operations for sleep and respiratory care patients
Domain
Healthcare / Customer Support
Required skills
Team leadership, performance management, coaching, data analysis, KPI tracking, conflict resolution, strategic planning, stakeholder collaboration, operational excellence, talent development
Preferred skills
Healthcare industry experience, large team management (20+), cross-functional partnership
Technologies
Call center metrics tools, performance dashboards
Responsibilities
Lead and manage the performance of a customer service team of up to 40 representatives, Oversee talent development, performance management, and career growth for your team, Mentor team members through active coaching and support using call metrics and KPIs, Serve as the first escalation point for high-touch patient inquiries with urgency and clarity, Analyze data and performance trends to identify opportunities for improvement, Collaborate with leadership and peers to align strategies and achieve service goals