Outbound Patient Enrollment Supervisor

Overview

Call Center Supervisor (Work at Home/Onsite)

Location

McAllen, TX and London, KY areas only (Work at Home and Onsite opportunities available)

Schedule Flexibility Required: Must be available to work any shift between
7:00 AM and 7:00 PM CST
, Monday through Sunday.

The Call Center Supervisor is responsible for leading, developing, and motivating a team of contact center agents while driving performance against client and company KPIs. This role provides day-to-day leadership, coaching, quality oversight, and operational support to ensure exceptional customer experiences and business results.

What Success Looks Like

• Building and developing high-performing teams.
• Meeting or exceeding client KPIs and service-level expectations.
• Delivering strong customer and client satisfaction results.
• Supporting the growth, scalability, and success of new business programs.

Qualifications

• Previous supervisory experience in a contact center or customer service environment.
• Strong leadership, coaching, and team development skills.
• Excellent verbal and written communication skills.
• Proven ability to analyze data, make informed decisions, and drive results.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Word, Excel, and Access.
• Healthcare and HIPAA experience preferred.
• Previous outbound call center experience preferred.

Education & Experience

• Bachelor's degree preferred, or an equivalent combination of education and experience.
• Two or more years of supervisory experience in customer service, sales, or a high-volume contact center environment.

Additional Requirements

• Regular and reliable attendance is required.
• Ability to work onsite as needed to support staff and business operations.
• Ability to sit for extended periods and work extensively on a computer.
• Ability to use internet-based systems, business software, and telephone platforms effectively.
• Limited travel may be required.
• Must be able to perform essential job functions with or without reasonable accommodation.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Responsibilities

• Lead, mentor, and develop a team of contact center agents.
• Plan, assign, and direct daily work activities.
• Conduct weekly coaching sessions and provide ongoing performance feedback.
• Monitor and evaluate calls to ensure quality, compliance, and adherence to client procedures.
• Track individual and team productivity metrics and identify opportunities for improvement.
• Complete weekly, monthly, quarterly, and annual performance evaluations.
• Communicate procedural and policy changes and ensure team understanding and compliance.
• Address employee, customer, and client concerns in a timely and professional manner.
• Foster a positive team culture focused on engagement, accountability, and results.
• Support employee recognition, corrective actions, promotions, and other personnel decisions.
• Drive performance to meet client satisfaction goals and operational KPIs.