Call Center Supervisor- West Sacramento, CA (Hybrid)

About the role

Own daily call center operations, including service delivery, escalations, staffing impacts, adherence, quality trends, and timely resolution of operational barriers.

Oversee internal and vendor-supported teams to ensure consistent execution of call center expectations, vendor performance oversight, attendance practices, service delivery standards, and client requirements.

Partner with Workforce Management and Real-Time Analysis teams to monitor call volume, Average Speed of Answer, Average Handle Time, adherence, schedule coverage, and service level performance.

Represent call center operations in project meetings, readiness discussions, implementation planning, and cross-functional workgroups to ensure operational impacts are identified and addressed.

Coach, develop, and mentor Team Leads and Agents through performance review, quality feedback, escalation review, process reinforcement, and corrective action when appropriate.

Responsibilities

• Own daily call center operations, including service delivery, escalations, staffing impacts, adherence, quality trends, and timely resolution of operational barriers.
• Oversee internal and vendor-supported teams to ensure consistent execution of call center expectations, vendor performance oversight, attendance practices, service delivery standards, and client requirements.
• Partner with Workforce Management and Real-Time Analysis teams to monitor call volume, Average Speed of Answer, Average Handle Time, adherence, schedule coverage, and service level performance.
• Represent call center operations in project meetings, readiness discussions, implementation planning, and cross-functional workgroups to ensure operational impacts are identified and addressed.
• Coach, develop, and mentor Team Leads and Agents through performance review, quality feedback, escalation review, process reinforcement, and corrective action when appropriate.

Requirements

• High school diploma or G.E.D. required; associate degree, bachelor’s degree, healthcare certification, or leadership-related credential preferred.
• Minimum of two years of call center experience required, including at least one year in a Team Lead role, or equivalent leadership experience overseeing staff, managing performance, and leading operational initiatives.
• Experience supporting high-volume, metrics-driven contact center operations preferred, especially in healthcare, Medicaid, Medicare, provider services, member services, or another regulated environment.
• Working knowledge of Workforce Management, Real-Time Analysis, adherence, scheduling impacts, basic forecasting concepts, and performance metric management.
• Demonstrated ability to manage escalations, communicate clearly in writing and verbally, interface with clients and vendor partners, translate operational impacts into leadership/client updates, and drive process improvement.

Qualifications

• High school diploma or G.E.D. required.
• At least two years of call center experience required, including at least one year in a Team Lead role, or equivalent leadership experience.
• Experience supporting high-volume, metrics-driven contact center operations preferred.
• Working knowledge of Workforce Management, Real-Time Analysis, adherence, scheduling impacts, basic forecasting concepts, and performance metric management.
• Demonstrated ability to manage escalations, communicate clearly in writing and verbally, interface with clients and vendor partners, translate operational impacts into leadership/client updates, and drive process improvement.

Skills

• Strong written and oral communication skills.
• Sound call center judgment.
• The ability to interface professionally with clients, vendors, and internal leadership.

Benefits

Hybrid role that is predominantly work from home, with occasional in-office work required based on business, operational, client, or leadership needs.

Pay

The pay range for this position is $51,800.00 - $74,000.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Schedule

In-office work is required based on business, operational, client, or leadership needs.