Contact Center Supervisor

About Us

Founded by physicians with experience at leading academic medical centers, USA Clinics Group was built on a vision of delivering patient-first care beyond the hospital setting. Today, we’re the nation’s largest network of outpatient vein, fibroid, vascular, and prostate centers—with 170+ clinics nationwide. Our mission is simple: provide life-changing, minimally invasive care, close to home. We’re building a culture where innovation, compassion, and accountability thrive. While proud of our growth, we’re even more excited about what’s ahead, and the team we’re building to get there.

Why You'll Love Working With Us

• Rapid career advancement
• Competitive compensation package
• Fully Paid Clinical Training
• Work with cutting-edge technology
• Make a real impact on patients’ lives
• Join a fast-growing, mission-driven company
• Positive, team-oriented environment

About the Role

The Contact Center Supervisor is responsible for driving results within the Patient Registering and Scheduling call center. You will supervise the team, processes, and scripts to produce the most efficient, effective, and highest possible results. This involves effective coaching, development, reporting, and performance management that will yield week-over-week improvements. Must be comfortable working in a fast-paced environment with weekly and monthly KPIs and targets. This position is onsite in our Northbrook, Illinois corporate office.

Responsibilities

• Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner while achieving desired results.
• Coach employees to reach desired sales goals and targets, navigating through pivots, objections, and rebuttals.
• Monitor employee performance to assure all goals are achieved.
• Take corrective action and counsel employees on performance, attendance, and other areas of improvement.
• Develop performance and sales reports.
• Continuously review scripts and communications while developing enhancements and improvements.
• Partner with Senior Leadership to develop contests and employee recognition programs to spur healthy competition and a positive service atmosphere.
• Handle and resolve escalated patient calls and inquiries.
• Lead by example and fill in for callers, handling day-to-day tasks as needed.
• Interpret call center reports on abandon rates, inbound calls, outbound calls, and overall call volume.
• Derive staffing and coverage needs based on overall call volume.
• Interpret call center statistics and adjust staffing levels to handle projected call levels.
• Coach, mentor, and train call center analysts.
• Implement measurements/KPIs designed to benchmark call center performance.
• Translate for business purposes how call volume inbound and outbound correlates to business performance.

Requirements

• High School Diploma or equivalent, required
• Fluent in Spanish, preferred
• 2+ years of contact center supervisory or lead experience
• Demonstrated experience handling escalated callers, service issues, and employee conflicts
• Schedule flexibility & ability to work 1 Saturday per month

Schedule

Full-Time (Monday-Friday), with flexibility to cover up to 1 Saturday per month. This position will work a dynamic schedule:

• 8:30 AM – 5:00 PM (3 days per week)
• 6:30 AM – 3:00 PM (1 day per week)
• 11:00 AM – 7:30 PM (1 day per week)

Pay

$24–$26 per hour based on experience and qualifications.

Benefits

• Health insurance (medical, dental, vision)
• Retirement Plan
• Paid time off (PTO) (vacation, sick)