Call Center Supervisor

Responsibilities

• Direct responsibility for hiring and termination decisions.
• Real-time performance management — oversee attendance, provide coaching, and ensure agents meet all KPIs and compliance standards.
• Deliver constructive feedback and conduct training sessions to support agent development.
• Respond to escalated calls when callers request a supervisor callback.
• Review agent timecards for accuracy and compliance with organizational policies.
• Monitor Real-Time Adherence (RTA) and ensure appropriate staffing coverage throughout the day.
• Conduct real-time monitoring to maintain service levels and operational efficiency.
• Prepare daily, weekly, and monthly reports summarizing performance metrics, trends, and operational insights.

Requirements

• Minimum of three years of call center management and supervisory experience, ideally within government services supporting consumers in health and human services.
• Experience using Verizon Max Agent or NICE CXone platforms.
• Ability to analyze problems, interpret data, and incorporate feedback to drive improvements.
• Demonstrated ability to achieve results through knowledge, empathy, and commitment to service quality.
• Skilled in real-time performance management, including attendance oversight, coaching, and ensuring agents meet all KPIs and compliance standards.
• Strong analytical, writing, and data interpretation skills, including identifying trends and variations.
• Able to manage multiple priorities, meet deadlines, and remain flexible under pressure.
• Proven ability to maintain strict confidentiality and work independently.
• Capable of delivering constructive feedback and conducting training sessions as needed.
• Proactive communicator with strong organizational skills and consistent accountability practices to support team performance and operational efficiency.
• Skilled in collaborating effectively with individuals from diverse backgrounds.
• Proficient with MS Office Suite and general computer applications.
• Strong understanding of Medicaid, CHIP, and general human services programs; knowledge of NJ FamilyCare.
• Working knowledge of public health, managed care, human services systems, and state/local political environments.
• Bilingual skills.

Qualifications

• Minimum of three years of call center management and supervisory experience, ideally within government services supporting consumers in health and human services.
• Experience using Verizon Max Agent or NICE CXone platforms.
• Ability to analyze problems, interpret data, and incorporate feedback to drive improvements.
• Demonstrated ability to achieve results through knowledge, empathy, and commitment to service quality.
• Skilled in real-time performance management, including attendance oversight, coaching, and ensuring agents meet all KPIs and compliance standards.
• Strong analytical, writing, and data interpretation skills, including identifying trends and variations.
• Able to manage multiple priorities, meet deadlines, and remain flexible under pressure.
• Proven ability to maintain strict confidentiality and work independently.
• Capable of delivering constructive feedback and conducting training sessions as needed.
• Proactive communicator with strong organizational skills and consistent accountability practices to support team performance and operational efficiency.
• Skilled in collaborating effectively with individuals from diverse backgrounds.
• Proficient with MS Office Suite and general computer applications.
• Strong understanding of Medicaid, CHIP, and general human services programs; knowledge of NJ FamilyCare.
• Working knowledge of public health, managed care, human services systems, and state/local political environments.
• Bilingual skills.

Skills

• Call center management and supervisory experience.
• Experience with call center management software (Verizon Max Agent or NICE CXone).
• Performance management and coaching skills.
• Data analysis and interpretation skills.
• Time management and flexibility under pressure.
• Confidentiality and independent work abilities.
• Constructive feedback and training delivery skills.
• Collaboration and communication skills with diverse teams.
• Understanding of Medicaid, CHIP, and human services programs.
• Knowledge of NJ FamilyCare.
• Public health, managed care, and human services systems understanding.
• State/local political environments knowledge.
• Bilingual skills.

Benefits

• Health and welfare benefits tailored to personal needs.
• Roth 401(k) retirement savings plan.
• Employee discounts on merchandise, services, travel, and more.
• Paid training opportunities.
• Paid time off (PTO) or vacation and/or sick time.
• Flexible working arrangements, including remote work options.
• Great work environment with awards for diversity efforts.

Pay

The estimated salary range for this role is $44,660 - $58,000. Actual salaries may vary based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive.