Contact Center Supervisor

Description & Requirements

We are currently seeking qualified and motivated professionals interested in joining our team in support of an upcoming federal contract (pending award).

This position will play a key role in delivering high-quality services to our government client and will be contingent upon contract award.

As part of this project, you will support a federally funded initiative that provides essential medical readiness services-such as exams, screenings, dental care and preventive care-to individuals in remote or underserved areas.

Services are delivered through a network of providers and mobile teams, with remote coordination and scheduling.

The program ensures consistent access to care across dispersed populations and contributes to broader public service goals.

This project is currently in the bidding phase, and we're eager to consider strong candidates who may be a great fit for this opportunity.

We are seeking an experienced Contact Center Supervisor to oversee day-to-day operations.

This role is responsible for supervising a team of contact center agents who provide critical support to patients, providers, and stakeholders across a virtual healthcare environment.

The ideal candidate will ensure service excellence, operational efficiency, and compliance with healthcare standards while fostering a culture of empathy and accountability.

Please Note: The Contact Center's hours of operation are Mon-Fri 6:00 a.m.

-10:00 p.m.

EST and Sat-Sun 8:00 a.m - 9:00 p.m.

EST.

The Supervisor will need to be able to work a shift during the standard hours of operation, which could include nights and weekends.

Essential Duties and Responsibilities:

- Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed

- Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources

- Develop work schedules and assign duties to direct report personnel to ensure efficiency

- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources

- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks

- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis

- Participate in meetings and recommend changes to policies and procedures

- Assume leadership responsib...