Call Center Supervisor

Job Summary

The Call Center Supervisor provides day-to-day leadership for a designated call center team within the Member Access Center (MAC), ensuring consistent, timely, and accurate member access across markets. This role is accountable for front-line call handling and virtual administrative execution (the “back-office that talks to members”), while reinforcing standardized workflows, documentation accuracy, and service excellence. Reporting to the Call Center Operations Manager, the Supervisor coaches and develops agents and team leads, manages real-time performance, and resolves member escalations to protect the member experience. The Supervisor partners closely with Workforce Management to support schedule adherence, coverage, and service levels, and collaborates with the Training & QA Specialist to identify training needs, support onboarding readiness, and sustain quality through monitoring and calibration.

Team Leadership, Performance Management

• Provide day-to-day operational supervision for a designated MAC call center team; ensure coverage, readiness, and consistent service standards across assigned markets.
• Coach, develop, and hold agents and team leads accountable to performance expectations, workflow adherence, documentation accuracy, and member experience standards.
• Support hiring, onboarding, time and attendance, recognition, corrective action, and performance improvement plans in partnership with the Call Center Operations Manager and HR.
• Monitor and drive key KPIs (e.g., speed to answer, abandonment, schedule adherence, productivity, quality, and service levels); implement targeted improvement plans when performance trends below standard.

Workforce Coordination, Training, & Process Improvement

• Partner with Workforce Management on staffing and coverage needs, schedule adherence, real-time queue management, and intraday adjustments to support service level goals.
• Collaborate with the Training & QA Specialist to identify training gaps, support onboarding and cross-skilling, participate in calibrations, and reinforce quality standards through coaching.
• Ensure consistent use of scripts, tools, and standardized workflows; contribute to documentation updates, job aids, and change adoption within the team.
• Manage member and provider escalations; support service recovery, de-escalation, and timely resolution while reinforcing accountability and professionalism.
• Analyze performance reporting and quality findings to surface risks, trends, and root causes; recommend actions to improve efficiency, compliance, and member satisfaction.
• Manage member and provider escalations; support service recovery, de-escalation, and timely resolution while reinforcing accountability and professionalism.
• Manage member and provider escalations; support service recovery, de-escalation, and timely resolution while reinforcing accountability and professionalism.

Minimum Qualifications

• Education: Associate’s degree in healthcare administration, public health, or a related field preferred.
• Experience: Minimum of 3+ years of experience in a healthcare setting (hospital, managed care organization, outpatient provider, etc.) or as a patient navigator. 2+ years of experience in member, provider, and customer service or call center environment. 1+ years of experience in a supervisory or leadership role with a proven track record of managing a team of direct reports.
• Experience and passion for working with and engaging vulnerable, hard to engage, complex populations. Independent and persistent self-starter with strong problem-solving skills with acute attention to detail. Ability to handle multiple tasks, prioritize effectively, and thrive in a fast-paced environment.
• Excellent communication, leadership, and organizational skills.
• Bilingual (English and Spanish) is a plus but not required.
• Proficiency in data entry and healthcare software systems, eCW and Jiva preferred.
• Proficient in PC skills, such as Microsoft Office.

Physical Requirements

• Ability to remain stationary for extended periods while working at a desk or workstation.
• The role requires frequent use of a computer, including typing on a keyboard and using a mouse.
• Manual dexterity and hand-eye coordination are essential for efficiently completing tasks and navigating various software systems.

Direct Reports

• Member Access Coordinators / Call Center Support Specialists and Team Leads (as assigned).