Supervisor, Sales Call Center
Core
Co-lead daily operations of a centralized outreach call center to ensure KPI goals are met for patient engagement and care coordination.
Role type
Supervisor, Sales/Outreach Call Center
Builds
Patient outreach campaigns and care coordination workflows
Domain
Healthcare / Medicare / Community-based care
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Call center operations management, KPI monitoring and analysis, agent coaching and performance improvement, customer escalation resolution, hiring and interviewing, real-time floor management, schedule adherence, call center metrics expertise
Preferred skills
Prior supervisory or leadership experience, proficiency with Windows programs (Word, Excel, PowerPoint, Outlook/Google equivalents), analytical and problem-solving skills
Technologies
Greenway, Availity, eCare, Zoho, Microsoft Office, Google Workspace
Responsibilities
Monitor and evaluate agent performance trends against KPIs, provide individual coaching and feedback, resolve customer escalations, participate in agent interviewing, provide ad hoc coaching, manage real-time floor productivity via system monitoring, ensure agent adherence to schedules, facilitate team meetings
Seniority
Individual Contributor, Supervisory level