Contact Center Supervisor

This is a temporary, remote Contact Center Supervisor role based in Hawaii. Work hours follow Hawaii Standard Time (HST).

About the role

The Contact Center Supervisor manages daily contact center operations, including agents and support staff, ensuring program objectives and customer expectations are met efficiently. This position serves as the initial point of escalation for agent or customer issues and works closely with management to maintain operational standards.

The role requires a quiet, secure, and confidential workplace, accessed via a Virtual Desktop Interface (VDI).

Device Requirements

• Personal computer (laptop or desktop) running Windows 10/11 or macOS
• Minimum specifications: 2 CPUs (1.6 GHz or faster), 8 GB RAM, 25 GB free disk space
• Must support Edge browser and multi-factor authentication
• Applicants should be comfortable adjusting device settings, including disabling screen savers

Internet Requirements

A consistent internet speed of 100 Mbps download / 40 Mbps upload is recommended for optimal performance. Screen saver settings and multi-monitor configurations may affect VDI performance.

Responsibilities

• Create, develop, and maintain a positive, customer service-centric culture that fosters motivation, positivity, and respect
• Manage day-to-day operations of the Contact Center, including front-line supervision of agents assisting callers with Medicaid benefits, inquiries, and renewals
• Create and maintain staffing schedules and document attendance
• Maintain staff personnel records regarding performance and attendance
• Coach and mentor staff on customer service best practices, policy, and program knowledge as outlined in Tidal Basin standards and procedures
• Conduct Quality Assurance by monitoring and coaching agents to ensure compliance with program standards
• Maintain and manage updates and delivery of contact center metrics
• Evaluate individual performance reviews and overall team effectiveness
• Provide input on Contact Center operations to drive strategic decisions
• Monitor system performance, identify and resolve problems to improve operations
• Assist with troubleshooting system issues, including hardware and software
• Understand all Contact Center technology, software applications, phone/computer systems used by agents and supporting staff
• Ensure agents are informed of new working practices, program policies, and technology/information security changes
• Participate in program touchpoints and field questions appropriately
• Stay up to date on changing project directions
• Assist with phone coverage when necessary
• Available to work any day of the week, shift, or project as dictated by business needs
• Perform other duties as assigned
• Complete all required compliance training

Requirements

• High school diploma or equivalent
• Excellent verbal and written communication skills
• Proven ability to lead, manage, and motivate a team
• Strong decision-making and problem-solving experience
• Demonstrated ability to use MS Office suite (Teams, Outlook, and Excel)
• Strong interpersonal, analytical, and problem-solving skills
• Ability to communicate operational or staffing concerns to management with clear, solution-driven recommendations
• Understanding of Contact Center operations, including technologies and data management
• Excellent time management skills with a proven ability to meet deadlines
• History of high performance, attendance, and strong work ethic
• Ability to work independently with little supervision
• Strong customer service orientation with the ability to handle challenging interactions

Preferred Qualifications

• Previous experience in a Medicaid or health insurance industry contact center
• Higher education credits or degree
• Familiarity with contact center software
• Bilingual in Tagalog, Ilocano, Japanese, Spanish, or Hawaiian

Pay

$21 - $24/hour