Call Center Supervisor

Inizio Engage

. Supervise call center staff and manage performance .

Posted 11/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $42,000 - $78,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in call center operations management, including staff supervision, performance evaluation, and training. Proficient in ensuring compliance with HIPAA guidelines while delivering exceptional customer service and maintaining service levels.

Highest-signal resume keywords

RN LicenseCall Center SupervisionPerformance ManagementHIPAA ComplianceCall Management Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center Operations ManagementPerformance EvaluationTraining and DevelopmentCall Metrics AnalysisQuality Improvement Programs

Soft Skills

Outstanding Customer ServiceCommunication SkillsInterpersonal SkillsStaff MotivationTeam Leadership

Tools & Technologies

CentreVuSupervisorAvaya CMSMicrosoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Certifications & Qualifications

RN LicensePharmacist License

Industry Keywords

Patient PrivacyConfidentialityService Level AgreementsClient KPIsStandard Operating Procedures

About the role

Key responsibilities & impact

Supervise call center staff and manage performance
Provide day-to-day supervision of communicators and implement performance standards
Coach team members and support individual development
Conduct performance evaluations
Conduct new hire interviewing and training
Address performance issues, including disciplinary actions and terminations
Monitor staffing levels
Coordinate and deliver program trainings
Create and implement teamwork and employee engagement initiatives
Supervise call floor operations
Deliver service meeting or exceeding client KPIs and maintain service levels
Ensure quality and compliance with policies and standard operating procedures
Manage call center operations in a fiscally responsible manner
Collaborate with internal teams on continuous quality improvement and client solutions
Monitor calls for script adherence, call integrity, adverse events compliance, HIPAA compliance, and proper phone technique
Develop contingency plans for adequate coverage and serve as backup for inbound/outbound calls
Analyze call metrics, productivity reports, and database metrics; share analysis and recommendations with Business Unit Leadership
Oversee alternate channel requests including email, voicemail, and white mail
Assist with program modifications and special call program scheduling
Assist in developing and implementing new client programs
Assist in quality improvement programs
Develop contact center policies and procedures
Safeguard patient privacy and confidentiality

Requirements

What you’ll need

Current RN or Pharmacist license
Five years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience
General understanding of call management systems, such as CentreVuSupervisor
Adept at Word, Excel, PowerPoint, Outlook, and Avaya CMS
Outstanding customer service, communication, and interpersonal skills
Ability to train and motivate staff members
Must safeguard patient privacy and confidentiality according to HIPAA guidelines

Benefits

Comp & perks

Competitive pay
Medical, dental, and vision coverage
Accrued paid time off
401(k) with company match
Disability and life insurance
Paid maternity and paternity leave
Company-paid holidays
Recognition programs, contests, and awards
Learning, leadership development, and career advancement support
Collaborative culture