Call Center SupervisorEmpty heading

Doherty Staffing Solutions is hiring a Call Center Supervisor for a leading healthcare services company located in St. Cloud, MN. This is a temporary/contract role with a remote work location.

About the role

If you enjoy a fast-paced environment and want reliable hours with weekly pay, this job could be a great fit.

Responsibilities

• Manage and supervise the day-to-day activities of the outbound call center team.
• Lead by example and provide ongoing support, motivation, and coaching to team members.
• Monitor and ensure adherence to call center policies, scripts, and procedures.
• Foster a positive work environment, promoting teamwork and professional development.
• Track team performance against key metrics, including call volume, conversion rates, and quality assurance.
• Analyze data and provide regular performance reports to management.
• Identify areas for improvement and implement corrective action plans to address performance gaps.
• Conduct regular call reviews to ensure quality and compliance with customer service standards.
• Work with the Manager to set clear return rates and service targets for the team and ensure these targets are met.
• Motivate team members to achieve individual and team performance goals.
• Collaborate with management to develop strategies to optimize lead generation.
• Provide ongoing training to team members on products, services, and customer handling techniques.
• Develop team members’ skills through coaching and feedback sessions.
• Ensure that the team is kept up to date on any changes to product offerings, promotions, or company policies.
• Ensure that all outbound calls are conducted in a professional manner that enhances customer experience.
• Handle escalated customer complaints and ensure they are resolved promptly and satisfactorily.
• Implement strategies to improve overall customer satisfaction and retention.
• Work with workforce management to ensure adequate staffing levels during peak hours.
• Coordinate with HR and management for staffing needs, including recruiting and onboarding of new team members.
• Monitor and manage time-off requests and attendance to minimize disruptions to operations.

Requirements

• High school diploma or equivalent (required); Bachelor’s degree in business, management, or related field (preferred).
• 2+ years of experience in a call center environment, with at least 1 year in a supervisory or leadership role.
• Experience with outbound sales or lead generation is highly preferred.
• Proven experience as a supervisor in an outbound call center or similar environment.
• Strong leadership skills with the ability to motivate and manage a team.
• Excellent communication skills, both verbal and written.
• Ability to analyze performance metrics and implement improvement strategies.
• Strong organizational skills and attention to detail.
• Ability to handle escalations and resolve customer complaints effectively.
• Proficiency with call center software and CRM systems.
• Knowledge of sales techniques and customer service best practices.

Pay

$28.00 per hour, paid weekly.

Benefits

• Weekly pay via prepaid card from CHANGE.
• Access to health coverage options through Benefits in a Card (including preventative and minimum value plans).
• Temp-to-hire opportunities for long-term stability where applicable.

Job ID: 59186726