Call Center & Scheduling Supervisor

About the role

We are recruiting for a growing veterinary healthcare organization seeking an experienced Call Center & Scheduling Supervisor to lead a busy scheduling and client-support team. This is a hands-on leadership role. The right candidate will not only supervise and coach team members but will also work alongside the team to coordinate appointments, resolve scheduling challenges, manage escalations, and ensure clients and referral partners receive timely, professional support.

Responsibilities

• Lead and support the day-to-day activities of a call center and scheduling team.
• Maintain an active scheduling workload while providing leadership to the team.
• Coordinate appointments across multiple locations, providers, and services.
• Communicate with clients, referral partners, and internal clinical teams.
• Assist with complex scheduling situations, escalations, and time-sensitive requests.
• Coach team members on communication, organization, prioritization, accountability, and case ownership.
• Provide real-time feedback and identify opportunities for additional training.
• Lead onboarding and hands-on training for new team members.
• Monitor scheduling activity, referrals, outstanding tasks, and team workload.
• Identify workflow bottlenecks and help resolve issues that may delay scheduling.
• Monitor performance against established service, productivity, and quality expectations.
• Maintain and improve scheduling workflows, training materials, and standard operating procedures.
• Partner with leadership and clinical teams on operational and process improvements.
• Provide leadership with updates regarding team performance, workflow challenges, and opportunities for improvement.

Requirements

• Experience in call center operations, scheduling, customer service, healthcare, veterinary services, medical services, or a similar high-volume environment.
• Previous experience as a Supervisor, Team Lead, Trainer, Coach, or Senior Team Member preferred.
• Strong leadership and employee coaching skills.
• Excellent written and verbal communication.
• Strong organization and attention to detail.
• Ability to manage multiple priorities and workflows simultaneously.
• Strong problem-solving and decision-making skills.
• Comfortable handling escalated client or scheduling situations.
• Ability to work across multiple technology platforms.
• Veterinary or healthcare experience is strongly preferred.
• Experience with CRM, scheduling, call-center, practice-management, or communication platforms is a plus.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off
• Paid company holidays
• Employee Assistance Program
• Continuing education opportunities
• Professional development and specialty training
• Employee pet-care discounts
• Relocation assistance for qualified candidates

Skills

• Call center operations
• Training
• Scheduling
• Leadership