Contact Center Supervisor

About the role

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.

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.

Location: Northbrook, IL
Schedule: Full-Time (Monday-Friday), flexibility to cover up to 1 Saturday per month. This position will work a dynamic schedule: 8:30am-5pm (3 days per week), 6:30am-3pm (1 day per week) and 11am-7:30pm (1 day per week).

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, while navigating through pivots, objections and rebuttals
• Monitor employee performance to assure that all goals are achieved
• Maintain a "roll-up your sleeves" can-do attitude—we are not a culture of delegation
• 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, team environment and a positive service atmosphere
• Handle and resolve escalated patient calls and inquiries
• Lead by example and fill-in for callers and handle day-to-day tasks on occasion
• Interpret call center reports on abandon rates, inbound calls, outbound 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/KPI's designed to benchmark call center performance
• Translate for business purposes how call volume in an outbound context correlates to business performance

Qualifications

• 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

Benefits

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

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