Contact Center Supervisor

Why USA Clinics Group? 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. We look forward to meeting you! 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 Position Summary: The Contact Center Supervisor is responsible for driving results within the Patient Registering and Scheduling call center. You will be responsible for supervising 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 in working in a fast paced environment, with weekly and monthly KPI's and targets. This position is ONSITE in our Northbrook, Illinois corporate office. Position Details: Location: Northbrook, IL Schedule: Full-Time (Monday-Friday), flexibility to cover up to 1 Saturday per monthAdditional Details: This position will work a dynamic schedule, working 8:30am-5pm (3 days per week), 6:30am-3pm (1 day per week) and 11am-7:30pm (1 day per week) Compensation: $24-$26hr based on experience and qualifications. ESSENTIAL FUNCTIONS: Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner - while achieving desired results. Coaches' employees to reached desired sales goals and targets, while navigating through pivots, objections and rebuttals. Monitors employee performance to assure that all goals are achievedMust have a roll-up your sleeves can do attitude: We are not a culture of delegation. Takes corrective action, and counsels' employees on performance, attendance and other areas of improvementsMust be comfortable in the development of performance and sales reportsContinuously review scripts and communications while developing enhancements and improvementsPartner with Senior Leadership to develop contests and employee recognition programs to spur healthy competition, team environment and a positive service atmosphereHandles and resolves escalated patient calls and inquiriesOn occasions: Lead by example and fill-in for callers and handle the day-to-day tasksAbility to interpret call center reports on abandon rates, inbound calls, outbound and overall call volumeAbility to derive staffing and coverage needs based on overall call volumeAbility to interpret call center statistics and adjust staffing levels to handle projected call levelsAbility to coach, mentor and train call center analystsImplement measurements/KPI's designed to benchmark call center performanceTranslate for business purposes how call volume in an out bound correlates to business performance Requirements QUALIFICATIONS: High School Diploma or equivalent, required Fluent in Spanish, preferred 2+ Years of contact center supervisory or lead experienceDemonstrated experience handling escalated callers, service issue, and employee conflictsSchedule flexibility & ability to work 1 Saturday per month Benefits Health insurance (medical, dental, vision) Retirement Plan Paid time off (PTO) (vacation, sick)