Supervisor, Contact Center Operations
Core
Oversees daily operations of contact center teams, planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards.
Role type
Senior IC contact center operations supervisor
Builds
Contact center operational processes, training programs, and performance metrics
Domain
Healthcare / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Team performance evaluation, workflow monitoring, policy management, training and coaching, stakeholder collaboration, operational planning
Preferred skills
None stated
Technologies
None stated
Responsibilities
Oversee daily operations of contact center teams, monitor interactions and metrics to ensure adherence to standards, serve as primary point of contact for resolving complex issues, manage and maintain policies and regulations, provide training and coaching to direct reports, evaluate team performance and provide feedback, collaborate with training teams to develop programs, support senior management with onboarding and hiring
Seniority
Senior, hands-on IC