Supervisor, Customer Service

Evolent

. Supervise, mentor, and develop a team of contact center representatives .

Posted 11/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $55,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team management skills while overseeing contact center operations, ensuring adherence to service-level and quality standards. Proficient in analyzing performance metrics and implementing processes to enhance prior authorization accuracy and efficiency.

Highest-signal resume keywords

Team SupervisionPerformance EvaluationContact Center OperationsHealthcare ComplianceAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center ManagementPrior Authorization ProcessingPerformance Metrics AnalysisTraining and DevelopmentProcess Improvement

Soft Skills

LeadershipCommunicationInterpersonal SkillsProblem-SolvingAdaptability

Tools & Technologies

Contact Center SoftwareCRM Systems

Industry Keywords

Healthcare ManagementInsuranceConfidentialityService-Level StandardsQuality Standards

About the role

Key responsibilities & impact

Supervise, mentor, and develop a team of contact center representatives
Conduct performance evaluations, provide feedback, and address performance issues
Oversee training and development programs
Monitor daily contact center operations for service-level and quality-standard adherence
Implement and manage processes for efficient prior authorization request handling
Analyze call metrics and performance indicators
Identify improvement areas and implement corrective actions
Ensure exceptional service to providers, members, and clients
Manage escalated issues and complex cases
Collaborate with departments to improve the prior authorization process
Develop and enforce procedures that improve authorization accuracy and speed
Prepare and present reports on team performance, service metrics, and operational issues to senior management
Use data and feedback to optimize contact center performance

Requirements

What you’ll need

Associate degree or higher in Business Administration, Healthcare Management, or related field preferred
Minimum of 3-5 years of experience in a contact center environment
At least 2 years in a supervisory role
Experience in healthcare, insurance, or prior authorization services highly desirable
Strong leadership and team management skills
Excellent communication and interpersonal abilities
Proficiency in contact center software and CRM systems
Strong analytical and problem-solving skills
Ability to handle high-pressure situations and maintain a positive attitude
Ability to work flexible hours if needed
Commitment to confidentiality and healthcare compliance regulations
Government-issued photo ID required for identity verification
Comprehensive background check required
In-person I-9 verification required
May be subject to drug screening prior to employment
High-speed internet over 10 Mbps at home
Ability to plug directly into the home internet router for call center work
Artificial intelligence tools prohibited during interviews

Benefits

Comp & perks

Work/life balance
Flexible work arrangements
Autonomy in work
Health insurance benefits for qualifying employees
Equal opportunity employment
Reasonable accommodation support