Call Center Supervisor

Job Summary

Seeking a motivated Call Center Supervisor to lead a full-time team in delivering high-quality support in a fast-paced environment, guiding daily operations, coaching team members, and utilizing data insights to enhance performance and customer experience.

Key responsibilities

• Manage hiring and termination decisions while overseeing real-time performance and attendance of agents
• Deliver constructive feedback, conduct training sessions, and respond to escalated calls as needed
• Prepare performance reports and monitor adherence to service levels and operational efficiency

Required qualifications

• Minimum of three years of call center management and supervisory experience, preferably in government services
• Experience with Verizon Max Agent or NICE CXone platforms
• Strong analytical skills with the ability to interpret data and drive improvements
• Proficiency in real-time performance management and coaching
• Knowledge of Medicaid, CHIP, and human services programs