Contact Center Supervisor

Job Summary

Supervising a team of Contact Center Representatives, the full-time Supervisor, Contact Center will manage eligibility verification, staff development, and performance metrics while ensuring compliance with state regulations in a centralized operational department.

Key responsibilities

• Supervise and support a team to ensure proper documentation and eligibility of leads and referrals
• Coach and mentor staff to meet departmental goals and maintain adequate staffing levels
• Monitor key performance indicators (KPIs) and ensure compliance with service level agreements

Required qualifications

• 3+ years of experience as a call center supervisor or in a similar supervisory role
• 5+ years of experience in human services or healthcare for elderly and disabled clients preferred
• Working knowledge of Medicaid and related program/regulatory requirements
• Tech-savvy with experience using phone systems and CRM tools, particularly Salesforce
• Proficiency in Microsoft Office and ability to learn new technologies