Call Center Supervisor

The Call Center Supervisor is responsible for frontline oversight of MeaeCare’s call center operations, ensuring consistent execution, service quality, and performance across multiple locations, including U.S.-based, remote, and offshore teams.

This role serves as a hands-on leader who drives daily performance through active coaching, real-time problem-solving, and direct engagement with representatives. The Supervisor ensures high-quality member interactions, accurate appointment scheduling, and alignment between call center output and field operations capacity.

Working closely with the Call Center Manager, Campaign Team, and Field Operations leadership, this role plays a critical part in achieving monthly production goals and delivering a seamless experience for both members and clinicians.

Key Responsibilities

Frontline Operations & Team Supervision

• Oversee day-to-day call center operations across three locations (Blossom, Utah, Egypt) to ensure consistent processes, service quality, and performance standards
• Supervise and support Customer Service Representatives (CSRs), including a team of remote/work-from-home staff
• Monitor real-time call activity, staffing levels, and workflow to maintain service levels and productivity targets
• Support the Call Center Manager in daily operational execution, including staffing coordination and issue escalation

Hiring, Training & Team Development

• Interview, hire, and onboard new Customer Service Representatives, particularly for U.S.-based operations
• Train team members on call handling, systems, scheduling workflows, and compliance requirements
• Provide ongoing coaching, mentorship, and development to improve performance and engagement
• Reinforce a culture of accountability, professionalism, and continuous improvement

Quality Assurance & Coaching

• Conduct call quality assurance reviews through monitoring of recorded and live calls
• Ensure adherence to company scripts, compliance standards (including HIPAA), and key messaging
• Deliver structured, actionable feedback to improve communication skills, customer experience, and scheduling accuracy
• Identify performance trends and partner with leadership to implement targeted coaching plans

Performance Monitoring & Accountability

· Track and manage key performance indicators (KPIs), including:

• Productivity and call volume
• Conversion/scheduling rates
• Completion and no-show rates
• Attendance and schedule adherence

· Address performance gaps through coaching, corrective action, and escalation as needed

· Support achievement of monthly production and campaign goals

Campaign Execution & Scheduling Optimization

· Collaborate with Campaign Management team to ensure campaigns are:

• Accurately assigned
• Properly balanced across teams and locations
• Executed on schedule

· Help optimize appointment scheduling operations to align with technician capacity, geographic routing, and demand

· Adjust workloads and staffing in real time to meet operational goals

Cross-Functional Coordination

· Partner with the Technician Relations Manager to:

• Resolve field-related issues
• Address technician availability and scheduling challenges
• Ensure smooth coordination between call center staff and field technicians

· Act as a liaison between call center teams and field operations to ensure clear communication and rapid issue resolution

· Coordinate with supervisors/managers across all call center locations to align staffing, productivity, and performance standards

Member Experience & Escalation Handling

• Handle escalated member calls, including complaints or service concerns
• Ensure timely and professional resolution of issues while maintaining a high standard of customer service
• Identify recurring issues and escalate trends to leadership for resolution.

Process Improvement & Operational Support

• Identify inefficiencies in call handling, scheduling, or workflows and recommend improvements
• Support implementation of new tools, processes, or campaigns
• Contribute to the development of best practices and standard operating procedures

Required Qualifications

Education: High School Diploma/GED· Bachelor’s degree preferred

Experience: 2-4+ years of experience in call center operations or customer service environment, including at least 1-2 years in a team lead role

• Prior supervisory or team leader experience preferred
• Experience in healthcare, health plans, or service-based operations strongly preferred
• Experience working with remote and/or offshore teams is a plus

Skills & Competencies

• Strong coaching and team leadership skills with a hands-on management approach
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication and interpersonal skills
• Proficiency with call center systems, CRM platforms, and performance tracking tools
• Analytical mindset with the ability to interpret performance data and act on insights
• High attention to detail and commitment to quality and compliance Strong problem-solving and conflict resolution skills

Pay: $70,304.00 per year

Benefits:

• Dental insurance
• Health insurance
• Parental leave
• Vision insurance

Experience:

• Call center management: 1 year (Preferred)

Ability to Commute:

• Santa Ana, CA 92705 (Required)

Work Location: In person