Call Center Supervisor

Job Summary

Seeking a motivated full-time Call Center Supervisor to lead a 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

• Oversee hiring and termination decisions, manage real-time performance, and ensure agents meet KPIs and compliance standards
• Deliver training sessions and constructive feedback to support agent development and respond to escalated calls
• Prepare performance reports and monitor operational efficiency to maintain service levels

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 identify trends
• Proficient in MS Office Suite and general computer applications
• Knowledge of Medicaid, CHIP, and human services programs