Supervisor Contact Center
Core
Leads daily operations for a healthcare contact center, managing call monitoring, training, hiring, performance management, and quality assurance while resolving complex consumer escalations.
Role type
Senior IC contact center supervisor
Builds
Contact center operations and customer service workflows for a health system
Domain
Healthcare / Customer Support
Required skills
Call center operations, team supervision, performance management, quality assurance, hiring and onboarding, scheduling, conflict resolution, data analysis, training development, compliance monitoring
Preferred skills
Leadership experience, business or communications degree
Technologies
Call monitoring tools, SOPs, self-service tools, performance management systems
Responsibilities
Monitor call center performance and queues, coach and develop agents, hire and onboard new employees, manage scheduling and timecards, resolve escalated customer issues, lead daily huddles, and maintain quality criteria.
Seniority
Mid-level, hands-on IC