Health Care Call Center Supervisor

About the role

The Acting Team Manager will lead a group of Customer Service Agents in an inbound call‑center environment, focusing on healthcare clients. This role combines day‑to‑day supervision, coaching, and performance management to ensure high‑quality service delivery.

Key responsibilities

• Assign work, monitor attendance, and manage payroll issues for a non‑exempt team.
• Conduct performance appraisals, provide constructive feedback, and maintain accurate documentation.
• Track daily productivity statistics and coach agents to meet sales and service goals.
• Resolve escalated customer issues and ensure training needs are met.
• Hold regular team meetings, communicate process changes, and administer recognition programs.
• Provide subject‑matter expertise and act as a role model for staff development.

Required profile

• Background in healthcare and experience supervising a call‑center team.
• Strong problem‑solving, decision‑making, and innovation skills.
• Excellent written and oral communication with a professional demeanor.
• Ability to motivate, negotiate, and collaborate effectively.

Required skills

• Advanced user‑level knowledge of computer technology and operating systems.
• Proficiency with Microsoft Word.
• Proficiency with Microsoft Excel.